Front Desk Agent

About the role

Come learn the meaning of hospitality by being a part of our team! Our Guest Services agent takes pride in providing an exceptional guest experience to all guests they encounter, whether behind the front desk or not. Providing the exceptional experience means that we constantly strive to go above and beyond, to do it right the first time and to exceed our guests' expectations.

Responsibilities

• Be a champion for the hotel brand with training and certifications.
• Know your community, make recommendations for entertainment, dining etc.
• Interact with both internal and external guests with a pleasant, professional, and approachable demeanor
• Check-in and check-out guests while contributing to overall positive experience upon arrival and departure
• Greet, register, and assign rooms to guests in a friendly and warm manner.
• Issue room key and escort instructions to Bell Person or directly to guest, as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep record of room availability and guest’s accounts.
• Make, confirm and cancel reservations for guests.
• Compute bill, collect payment, and makes change for guests.
• Post charges such as room, food, liquor or telephone by hand or machine, as appropriate.
• Date-stamp, sort and rack incoming mail and messages.
• Transmit and receive messages using equipment such as telephone, fax and switchboard.
• Understand and enforce the hotel company credit policies.
• Account for all cash and make deposits in accordance with hotel and company policies.
• If functioning in a Lead Capacity:
• Take responsibility for assigned employees in the absence of the Supervisor,
• Assign work and ensure proper performance of assigned employees.
• Make restaurant, transportation or entertainment reservations for guests, as needed
• Deposit guest’s valuables in hotel safe or safe-deposit box, as needed
• Order complimentary flowers or champagne for special guests

Requirements

• Necessary Skills:
• Exceptional interpersonal skills
• Ability to effectively communicate with staff and guests of varied cultural and ethnic backgrounds
• Knowledge of local events and points of interest to provide specialized knowledge to guests while using judgement to determine appropriate recommendations
• Willingness and ability to multitask and adapt as daily function changes from one objective to another as the business demands
• Focus on guest satisfaction and project this desire through positive interaction with guests while striving to provide an excellent experience for all guests, both internal and external
• Must be able to communicate effectively in both verbal and written form

• Physical Requirements:
• Must be able to stand for extended periods of time
• Must be able to climb stairs
• Must be able to thrive in a fast-pace environment
• Must be able to use a ladder and step stool
• Must be able to lift up to 10 pounds frequently and 25 pounds periodically
• Must be able to pull up to 25 pounds occasionally
• Must have visual acuity to distinguish between objects both near and far (with or without corrective lenses)
• Must have sufficient manual dexterity and knowledge to interact with a switchboard and a computer keyboard (for instance)

Qualifications

Preference will be given to candidates with a minimum of 1 year of experience in a customer service or hospitality-related field.

Skills

• Excellent communication skills
• Customer service orientation
• Team player
• Problem-solving skills
• Attention to detail

Benefits

• A safe and stable work environment
• An open-door policy
• Paid vacation
• Paid training
• Supplemental health, vision, dental and life insurance
• Discounted room nights when traveling in our family of hotels

Schedule

Hours may vary based on department needs.

Pay

Compensation is commensurate with experience.