Front Desk Agent - KMG Hotels

• Check in customers using computer programs and equipment and provide guests with directions to their room.
• Inform customers of all on-site amenities and any relevant information that is needed to use them.
• Handle and resolve guest complaints.
• Invoice and bill guests for their stay and services used.
• Communicate with guests to better understand their individual needs to provide them with the best service possible.

• A minimum of a high school diploma is often a requirement as a Hotel Front Desk Clerk, but some hiring managers may prefer a bachelor’s degree. Relevant industries include sales, customer service and computers. Most hotel clerks will receive on-the-job training in the first few weeks in the position. 
• A new front desk clerk may work with an experienced front desk clerk until they are ready to manage the expected tasks on their own.

• Computer knowledge: Basic knowledge of computers is required as a Hotel Front Desk Clerk. Hotel clerks will often use computers to check in guests, create invoices and manage online bookings.
• Communication: Strong verbal and nonverbal communication skills are important as a Hotel Front Desk Clerk. Hotel clerks will use active listening skills to understand the individual needs of each customer. They will also use nonverbal skills to identify a guest’s satisfaction or dissatisfaction with their stay.
• Customer service: Customer service skills are a requirement as a Hotel Front Desk Clerk. Front desk clerks work with guests when checking in, checking out and when guests request information from the front desk. 
• Problem-solving: Guests will often come to the Hotel Front Desk Clerk with problems. The ability to identify and overcome a problem can be useful in the Hotel Front Desk Clerk role.
• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone. 
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. 
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes. 
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. 
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. 
• Take pride in your appearance and place as a brand ambassador. 
• Always know what events and activities are on the day’s schedule.
• Jump into other ad-hoc duties when your colleagues need your help.

KMG HOTELS was founded in 2000 and owned by Jay Koshiya and Sanjay Koshiya. Jay Koshiya is the current Chief Executive Officer, & President. Mr. Sanjay Koshiya is current Vice President & Chief Operating Officer of the company. Today, KMG owns and operates twenty one hotels, representing various franchises like Marriott, Hilton, Inter Continental Hotels Group & Choice Hotels International. KMG has opened six Marriott Premium select service hotels in the last eighteen months and has a number of exciting development projects in the pipeline. KMG Hotels is a company committed to growth by exceeding the expectations of our associates, guests and partners. We strive to create an environment where all associates are valued and respected, and where doing it the “right way” takes precedence over doing it the “easy way.” We aspire to be the industry leader in proactively setting standards of excellence in acquisitions, development, ownership and management. Our growth is built on honest business practices, a strong commitment to our associates, progressive sales practices and a dedication to providing well maintained hotels. Hard work, commitment and the spiritual strength of the KMG family have been the building blocks of the KMG Hotels brand. As a premier lodging company that now employs over 800 plus associates, KMG Hotels provides increasing financial strength and stability to our stakeholders—namely our guests, associates and owners.