Front Desk Agent

About the role

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression.
• Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Absorb and respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service.
• Handle reservations with efficiency and accuracy.
• Absorb and assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Absorb and assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Absorb and assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Absorb and assist with guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Absorb and assist with managing guest requests for incoming VIP guests.
• Absorb and follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Absorb and exhibit a positive and cooperative attitude as part of the team.
• Absorb and communicate effectively with coworkers and contribute to a supportive work environment.
• Absorb and handle and account for keys properly.
• Absorb and understand and adhere to emergency procedures and security policies.
• Absorb and ensure the confidentiality and protection of guest room numbers.
• Absorb and promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.

Qualifications

• Education: High School diploma or equivalent.
• Experience: Prior experience in a customer service role preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.