Front Desk Agent

About the role

The Front Desk Agent at Hope Village Hotel is a key member of the Guest Services and Front Office team. This role involves efficient handling of guest check-in and check-out processes, including room credits, keys, guest issue resolution, and special requests. The ideal candidate thrives in a fast-paced environment and is responsible for supporting the Guest Services and Front Office team with financial and service-related tasks.

Responsibilities

• Efficiently handle guest check-in and check-out processes according to hotel and healthcare policies.
• Operate the PBX and Radio paging system according to procedures.
• Establish appropriate credit at time of guest check-in; issue room keys and familiarize guests with the services and areas of the property.
• Manage guest issues effectively, balancing both guest needs and organizational objectives, and use discretion in conflict resolution.
• Conduct follow-ups with guests and team members to ensure satisfaction and resolution of any issues.
• Book reservations and make transportation arrangements on behalf of guests, ensuring adherence to policies and procedures.
• Evaluate income documents to assess financial needs for housing assistance and communicate findings with patients and the care team.
• Aid in performance and occupancy data capture, utilizing strong computer skills to generate reports.

Requirements

• A comprehensive knowledge of the front desk and guest services.
• Proficiency with the property management system and the EPIC medical records system for patient verification.
• Experience with hotel front desk/concierge or business office, preferably in a hospitality or healthcare environment.
• Previous experience in cash handling and computerized Point of Sale systems.
• Strong written and verbal communication skills.
• Two years of experience with hotel front desk/concierge or business office, preferably in a hospitality or healthcare environment.
• A high school diploma or equivalent required; advanced education preferred.

Qualifications

• Practice a high level of integrity and confidentiality.
• Exhibit tact and courtesy in dealing with patients, families, and staff under various situations.
• Strong organizational skills and the ability to prioritize multiple tasks.
• Capable of working independently with minimal direction.
• Excellent interpersonal skills and the ability to balance figures and compile data.

Skills

• Practice a high level of integrity and confidentiality.
• Exhibit tact and courtesy in dealing with patients, families, and staff under various situations.
• Strong organizational skills and the ability to prioritize multiple tasks.
• Capable of working independently with minimal direction.
• Excellent interpersonal skills and the ability to balance figures and compile data.

Benefits

• Get Paid Daily (Make any day payday)
• Paid Time off & Holiday Pay (Because Balance Matters)
• Benefits - Medical, Dental, Vision, Disability, 401K
• HSA/FSA Plans -with employer contribution
• Values Based Culture (#OMGLIFE)
• Culture Add (Creating Space for Fresh Perspectives)
• Referral Bonus (Get Paid to Recruit)
• Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
• Employee Assistance Program
• "Columbia Cares" Volunteer Opportunities
• Committee Participation Opportunities
• Online Learning Platform to Help You Grow!
• Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)

Pay

Hourly Pay Range: $23 to $24 DOE

Schedule

Office setting with exposure to interruptions and occasional pressure due to multiple inquiries. Light physical effort (lift/carry up to 10 lbs.); mostly sedentary work with some prolonged standing/walking.