Front Desk Agent

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon check out. Primary responsibilities include checking guests in/out, making and modifying reservations, and concierge duties. Also providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Job Description

• Approach all encounters with guests and associates in a friendly service oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Maintain regular attendance in compliance with hotel standards; note schedule may vary according to the needs of the hotel.
• Comply at all times with hotel policies standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the phone and chat systems for guest communication pre-arrival, during their stay, and post-departure.
• Answer guest inquires about hotel, services, facilities and hours of operation.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions, and things to do around the hotel.
• Perform other duties as assigned by leadership.

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services
• Ability to participate in the creation of an enjoyable work environment

Job Types: Part-time, Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Food provided
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person