Front Desk Agent

About the role

The Front Desk Agent plays a crucial role in ensuring guests have a memorable experience at Raffles Boston. This position involves managing guest interactions, maximizing room revenue, and maintaining a high standard of customer service.

Responsibilities

• Monitor Queue Rooms throughout the day.
• Address and resolve guest needs as they arise and escalate to the manager as necessary.
• Monitor and solve open folios daily.
• Check in and check out guests according to Raffles standards.
• Aid in inquiries via phone call, email or text message.
• Manage transactions and collect payments from guests, process refunds and petty cash, produce receipts.
• Process currency exchange as requested.
• Aids in directing and walking guests to their destination in the hotel.
• Works with HOTSOS for guest requests.
• Reviews guest itinerary with Alice.
• Operates radios efficiently and professionally in communicating with hotel staff.
• Maintains and balances bank float each shift.
• Ensures proper use of radio etiquette within the department.
• Always be attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Monitors all VIP's and special guest requests.
• Completes daily front desk agent checklist.
• Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be extremely professional and demonstrate genuine and intuitive service.
• Attend departmental meetings and trainings.
• Maintain regular attendance per schedule.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform.
• Maintain high standards of lobby and front desk area appearance according to Raffles Standard.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel-related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Offer room upsell to guests when appropriate.

Qualifications

• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience required.

Physical Requirements

• Flexible hours including overnight shifts.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities.