Front Desk Agent

About the role

Are you someone who loves interacting with people? Do you enjoy talking and mingling, seeing smiles on people’s faces when you provide an exceptional experience? Do you find satisfaction in helping others and seeing your team exceed their goals? If so, this may be your calling. Join our team as a Guest Services Agent and learn the meaning of hospitality by providing an exceptional guest experience, whether behind the front desk or not. We constantly strive to go above and beyond, do things right the first time, and exceed guest expectations.

Responsibilities

• Be a champion for the hotel brand with training and certifications
• Know the local community and 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 a positive experience upon arrival and departure
• Greet, register, and assign rooms to guests in a friendly and warm manner
• Issue room keys and escort guests to their rooms or coordinate with Bell Person, without announcing room numbers
• Answer inquiries about hotel services, registration, shopping, dining, entertainment, and travel directions
• Keep records of room availability and guest accounts
• Make, confirm, and cancel reservations for guests
• Compute bills, collect payments, and make change for guests
• Post charges such as room, food, liquor, or telephone by hand or machine
• Date-stamp, sort, and rack incoming mail and messages
• Transmit and receive messages using equipment such as telephone, fax, and switchboard
• Understand and enforce 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 valuables in hotel safe or safe-deposit box, as needed
  • Order complimentary flowers or champagne for special guests
• Perform other duties as assigned

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 recommendations
• Willingness and ability to multitask and adapt as daily functions change
• Focus on guest satisfaction and project this desire through positive interaction
• Ability to communicate effectively in both verbal and written form

Physical Requirements

• Ability to stand for extended periods of time
• Ability to climb stairs
• Ability to thrive in a fast-paced environment
• Ability to use a ladder and step stool
• Ability to lift up to 10 pounds frequently and 25 pounds periodically
• Ability to pull up to 25 pounds occasionally
• Visual acuity to distinguish between objects both near and far (with or without corrective lenses)
• Sufficient manual dexterity and knowledge to interact with a switchboard and a computer keyboard

Benefits

• Safe and stable work environment with an open-door policy
• Paid vacation
• Paid training
• Supplemental health, vision, dental, and life insurance
• Discounted room nights when traveling in the company’s family of hotels