Front Desk Agent

Full time position with benefits including medical, dental, and vision coverage, 401K savings plans, competitive PTO, educational assistance, and travel discounts.

About the role

The Front Desk Agent assists guests with check-in and check-out, answers and processes all phone calls, and handles special requests for services or information in accordance with standard policies and procedures.

Potential Career Paths

• Front Desk Supervisor
• Front Desk Manager
• Front Office Manager
• Operations Manager
• Assistant General Manager
• General Manager
• Area Vice President of Operations

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests at all times.
• Maintain positive guest relations.
• Maintain complete knowledge of:
  • All hotel features/services and hours of operation.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure.
• Answer department telephone within 3 rings using correct greeting and telephone etiquette.
• Process all guest check-ins, verify registration card information, and obtain back-up information for guest credit/payment method.
• Direct Bell Person to escort guests and transport luggage to rooms.
• Handle overbooked or walked-in guests.
• Accept and record wake-up call requests.
• Monitor, send, and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (e.g., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report and report discrepancies to Manager.
• Process all check-outs, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Requirements

• High School Graduate or General Education Degree (GED).
• One year of previous experience in a similar position in a hotel.
• Basic computer skills.

Benefits

• Medical, dental, and vision coverage
• 401K savings plans
• Competitive PTO
• Educational assistance
• Travel discounts