Front Desk Agent

Responsibilities

• Greet every guest with a smile and provide excellent customer service.
• Maintain a strong presence at the front desk, being visible and accessible to our guests.
• Check guests in and out of their reservations.
• Aid guests with concierge-type requests, including restaurant recommendations, directions to local attractions, etc.
• Answer phone calls and direct the calls to the appropriate extension, or answer the questions.
• Create guest reservations over the phone, ensuring that they have the perfect room for their needs selected.
• Collect payment for guest and group accounts, following proper protocol and adhering to PCI regulations.
• Review reports and other documentation to ensure all work is completed properly.
• Monitor credit limits/floor limits and collect additional payments from guests as needed.
• Monitor and respond to guest requests/messages through various online/digital platforms.
• Resolve guest issues in a timely manner, offer a solution to the issues, provide compensation if required, inform the Manager on Duty (MOD), and make the required notes/records.
• Ensure guest reservations are properly set up, rooms are assigned, special requests are fulfilled, and payment instructions are followed.
• Prepare and distribute communications to guests, fellow associates, management, and other departments.
• Maintain a clean and organized workspace and follow all cleaning/sanitization guidelines.
• Maintain a clean and welcoming lobby, Front Desk area, and Marketplace.
• Communicate guest requests and property needs to the appropriate team members.
• Assist with various duties assigned by the MOD, Front Office Manager, or other property leadership.

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to work as part of a team and be a self-starter.
• Ability to multitask and remain collected under pressure.
• Desire to provide excellent service to each guest, regardless of the situation.
• One (1) year of experience in a customer service role, such as retail, food, beverage, or hospitality.
• Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.
• Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred.
• Ability to stand or sit for extended periods of time.
• Ability to lift up to thirty (30) pounds.

Benefits

• Employee discount
• Employee assistance program
• (PTO, medical, dental, vision, life insurance benefits dependent on full-time status)