Front Desk Agent 2p-12a - FT

Greeting Guests

Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.

Communications

• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.

Guest Check-In and Out

• Completes guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.

Handling Guest Concerns

• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.

Special Requests Coordination

• Captures and coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.

Departmental Collaboration

• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.

Financial Management

• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.
• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.

Reports and Documentation

• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.

Front Office Maintenance

• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.

Security and Safety

• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.
• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
• Makes property walks, observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.

Emergency Response

• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.
• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.
• Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.

Additional Duties

• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.

Qualifications

• Must be at least 21 years of age.
• Requires high school diploma/GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred, experience with property management systems a plus.
• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.