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Front Desk Agent

Company: EVEN Hotels - Seattle
Location: Seattle
Posted on: June 25, 2022

Job Description:


The Front Desk Agent (Keep Active Host) provides top-notch customer service to ensure guests are taken care of by delivering a guest experience that is unique and brings the EVEN Hotels brand to life.

The Keep Active Host delivers core guest services EVEN Hotels signature greeting with a hand towel and water, registration/check-in/out luggage assistance, guest services, and support, and familiarization with hotel facilities) and supports wellness by engaging guests with expertise at the Wellness Wall and Athletic Studio and is cross-trained as an Eat Well Host.

Welcomes and provides personal recognition promptly and professionally to guests upon arrival.

Offers each guest a welcome drink upon arrival, completes the check-in transaction efficiently, describes the hotel services, and demonstrates the Wellness Wall and applicable guest's mobile device applications.

Interacts with guests to discover their wellness needs and offers options to help guests make healthier choices during their stay.

Extends invitations to hotel wellness programs and best support the guests' wellness routines.

Monitors Athletic Studio keeps equipment clean, and always has fresh water available.

Demonstrates proper use of fitness equipment as requested.

Answers phones in a prompt and courteous manner.

Up-sells rooms where possible to maximize hotel revenue.

Books, confirms, revises, and cancels guest reservations as needed.

Serves as Eat Well Host to handle peak dining periods.

Operates the retail sundry sales area and keeps shelves stock and organized.

Hosts and participates in regular hotel wellness programs and fulfills scheduled exercise workouts in the Flex Room.

Ensures billing instructions and guest credit for compliance with hotel credit policy and ensures all transactions are handled in a secure manner.

Processes cash and credit card transactions according to standard operating procedures, including posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned bank.

Shares own wellness journey with colleagues and guests.

Leverages the support of other team members and departments to enhance the guest experience.

Communicates and coordinates with other departments to provide and receive insight about guest needs, requests, and complaints.

Responds appropriately to guest complaints and implements appropriate service recovery guidelines in order to ensure total guest satisfaction.

Demonstrates Brand-heartedness by putting the brand at the center of all activities.

Remains current on brand, wellness, nutrition, and industry information required to deliver the EVEN Hotels programs and services.

Seeks and uses guest feedback to build relationships with guests and drives continuous improvement in guest satisfaction.

Ensures that special needs and requests of guests, VIPs, and IHG Rewards Club Members are fulfilled.

Maintains Green Engage initiatives in the assigned work areas.

Knows procedures to handle emergencies/crisis.
Associated topics: bell, bellstand attendant, front desk, hostess, hotel, lodge, plaza, resort, sunset, terrace

Keywords: EVEN Hotels - Seattle, Seattle , Front Desk Agent, Sales , Seattle, Washington

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