Front Desk Agent

About the role

The Front Desk Agent is responsible for checking guests in and out of the hotel quickly, efficiently and courteously using the property management system; processing all payments according to established hotel policies and requirements; and providing information and customer service to guests and visitors of the hotel.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Registers guests, issues room keys, provides information on hotel services and room location, and answers phones in prompt and courteous manner.
• Up-sells rooms whenever possible to maximize hotel revenue.
• Accurately processes all cash and credit card transactions in accordance with established procedures, including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assign bank.
• Issues, controls and releases guest safe-deposit boxes.
• Communicates any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Responds appropriately to guest complaints. Makes appropriate service recovery gestures in order to ensure total guest satisfaction.
• Prepares and serves alcoholic and non-alcoholic beverages in the hotel bar area in accordance with brand standards, local laws, and responsible alcohol service guidelines (as scheduled).
• May perform Night Audit duties, including end-of-day financial reporting, system rollovers, and overnight guest service support, as needed.

Requirements

• 1-2 years customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Benefits

• Medical, dental, and life insurance.
• Paid time off (PTO).
• 401k with company match for full-time associates.
• Excellent travel discount program.
• Employee discounts.
• Free uniforms.

Opportunity to grow—we promote from within.