Front Desk Agent

Job Summary

The Front Desk Agent plays a crucial role in shaping the guest experience at Sincere Hospitality. This position requires a warm and professional demeanor, handling administrative tasks while serving as the initial point of contact for guests.

Benefits

• Vacation and Paid Time Off
• Hotel discounts at brand properties
• Holiday Pay for worked holidays
• Birthday Pay: A full paid day on your birthday!
• Referral bonuses
• Isolved Benefits: Dental Insurance, Vision Insurance, Term Life Insurance, Short-Term Disability Insurance, Accident Insurance, Critical Illness Insurance, Hospital Indemnity Insurance, Long-Term Care with Life Insurance, Legal Services, Pet Wellness, and Travel Insurance.

Essential Functions and Job Responsibilities

• Warmly and professionally welcomes all guests and ensures quality check-in and checkout experience.
• Handles confidential information with a high degree of integrity.
• Answers and routes calls, emails, and in-person inquiries as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains and updates accurate records using the hotel's systems, such as the PMS system.
• Promptly and effectively handles guest requests and complaints with professionalism, tact, and a courteous manner, seeking solutions that align with the hotel's policies.
• Safeguards common areas/entryway/lobby to ensure they are clean, neat, and orderly.

Job Responsibilities

• Engage with guests in a courteous and helpful manner, addressing any inquiries and ensuring their needs are met.
• Seek feedback from guests to identify areas for improvement and relay compliments to the team.
• Execute check-in/check-out processes with accuracy and efficiency.
• Manage reservations, cancellations, and room assignments to optimize occupancy.
• Maintain up-to-date records on hotel systems (e.g., out of order rooms, guest requests).
• Manage multiple tasks simultaneously, including guest interactions, phone calls, and administrative duties.
• Maintain an organized and tidy front desk area, contributing to an overall positive guest impression.
• Demonstrate effective communication with housekeeping, maintenance, and other departments to ensure seamless operations.
• Collaborate with team members to find solutions and prevent recurring problems.
• Address and resolve guest issues promptly and tactfully, seeking solutions that align with the hotel's policies.
• Escalate complex issues to the appropriate supervisor or department when necessary.

Performance Metrics

• Understanding and timely completion of essential functions & job responsibilities and their impact on the organization.
• Goal accomplishment and problem solving by being resourceful and applying your knowledge.
• Communicating effectively and fostering positive relationships with all other colleagues.
• Attending work on time as scheduled and adhering to attendance policy.
• Understanding and following processes and procedures for documentation and communication of important information.
• Guest Service Scores regarding Loyalty Recognition, Overall Arrival Experience, and Overall Service.

Qualifications

• A High School Diploma or GED
• Proficiency in Microsoft Office programs
• Availability to work morning and evening shifts
• Availability to work on weekends & holidays

Physical Demands

• Regularly stands for an entire shift or for an extended amount of time.
• Frequent use of hands to feel, handle, and reach with hands and arms.
• Frequent walking, bending, sitting, climbing, or balancing, kneeling, crouching, or crawling.
• Frequent talking or hearing.
• Regularly lifts and/or moves up to 10 pounds and occasionally lifts and/or moves up to 50 pounds.