Front Desk Agent

About the role

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.

Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process 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 assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.
• Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Requirements

• High School diploma or equivalent, plus one-year front desk/guest service experience.
• Some college preferred.
• Must speak fluent English.
• Other languages preferred.

Physical demands

• Frequently standing up behind the desk and front office areas.
• Carrying or lifting items weighing up to 50 pounds.
• Handling objects, products and computer equipment.
• Use a keyboard to operate various property management and reservations systems, etc.

Skills

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.

Benefits

• Paid time off.
• Medical, dental and vision insurance.
• 401k.
• Other benefits to eligible employees.

Pay

The hourly pay rate for this role is $18.40.