Front Desk Agent

Front Desk Agent

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential Functions

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression.
• Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Maintain a neat, clean, and well-groomed appearance in accordance with company standards.

Qualifications

• High School diploma or equivalent.
• Prior experience in a customer service role preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Taking Care of You - Our Benefits

• Health & Wellness: Medical, Dental, Vision, Flexible Spending Account (FSA), Health Savings Account (HSA)
• Financial Security: Basic Life Insurance & AD&D, Voluntary Life Insurance, Voluntary Short-Term Disability, Voluntary Long-Term Disability, Critical Illness, Hospital Indemnity & Accident Plans, Pet Insurance, 401(k) Retirement Plan
• Time to Recharge: Paid Time Off (PTO)

Key skills/competency

• Guest Service
• Customer Relations
• Hotel Operations
• Front Desk Management
• Reservations
• Payment Processing
• Complaint Resolution
• Communication Skills
• Teamwork
• Problem-Solving