Luxury Front Desk Agent

Position Summary The Front Desk Agent is the first point of contact for our guests and plays a vital role in delivering a luxury hotel experience. This position is responsible for providing exceptional customer service, ensuring smooth check-in and check-out processes, and addressing guest needs promptly and professionally.

Key Responsibilities

· Greet guests with a luxurious, warmth and professionalism demeanor upon arrival and departure

· Perform check-in and check-out procedures efficiently and accurately

· Manage guest reservations, cancellations, and modifications in the property management system (PMS)

· Handle cash, credit card transactions, and billing inquiries with accuracy and integrity

· Respond promptly to guest requests, complaints, and concerns, ensuring guest satisfaction

· Provide information on hotel services, amenities, local attractions, and directions

· Always maintain confidentiality of guest information and hotel operations

· Answer incoming calls, emails, and messages in a professional manner

· Coordinate with housekeeping, maintenance, and other departments to ensure guest requests and service standards are met

· Monitor lobby and public areas, ensuring a clean and welcoming atmosphere

· Maintain detailed and accurate shift notes and pass-on logs for smooth communication between shifts

· Assist with valet duties as needed, including writing up tickets, ensuring ticket numbers are entered into the guest reservation within the PMS, and answering phone calls regarding guest vehicle retrieval

· Uphold company policies, procedures, and service standards at all times

Qualifications

· Previous experience in hospitality or customer service preferred

· Strong communication and interpersonal skills

· Ability to multitask, remain calm under pressure, and resolve issues effectively

· Proficiency in hotel PMS software and Microsoft Office is a plus

· Flexible schedule availability, including weekends and holidays

· Professional appearance and demeanor

Job Types: Full-time, Part-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Hotel: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Relocate:

• Brookline, MA 02446: Relocate before starting work (Required)

Work Location: In person