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Front Desk Agent

Posted April 30, 2023

The Westin Virginia Beach Town Center
Virginia Beach, VA
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About This Job

Overview

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Key Duties & Responsibilities

  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education And Experience

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel.
  • Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status. 

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About this Employer

The Westin Virginia Beach Town Center

4535 Commerce Street
Virginia Beach, VA 23462

Telephone (800) 937-8461
Reservations (888) 627-9040

Our Hotel

Be your best at The Westin® Virginia Beach Town Center, one of the top pet-friendly hotels in Virginia Beach and the only full-service hotel in Town Center. Soak up the sun at nearby beaches and explore all of downtown: As one of the best hotels in Virginia Beach Town Center, we’re convenient to the Sandler Center, Apex Entertainment, Adventure Park, the Virginia Aquarium, and more. When exploring the city isn't on your agenda, retire to your spacious accommodations, with our renowned Heavenly® Bed, Smart TVs, and on-demand workout essentials. Following a restorative night's sleep, reserve time at our heated indoor pool and get moving in our 24-hour fitness center (or reserve one of our WestinWORKOUT guest rooms with private exercise bike). Plan a memorable business meeting or wedding in one of our 11 contemporary event rooms with full-service catering, versatile AV equipment, and high-speed Wi-Fi. Discover a place where you don’t just get up, but you rise, at one of the top VA Beach Town Center hotels.