Front Desk Agent

About the role

A Front Desk Agent is responsible for making our guests feel welcome and setting the tone for their experience. The role involves checking guests in and out, taking reservations, inventory control, and concierge services. You must possess good communication skills, resolve conflict, and maintain a thorough understanding of company policies. Multitasking with high-touch clientele while communicating clearly and concisely with your team members is key.

Responsibilities

• Greet all guests in close proximity and make each feel important by providing a genuine welcome
• Be attentive to the entrance and aware of guests entering and exiting the building; ensure the atmosphere is warm and inviting and work areas are clean and organized
• View reservations before arrival and create guest profiles to enhance their experience
• Check guests in and out of the hotel in a confident, professional, and personalized manner
• Take hotel reservations accurately and efficiently; ensure calls are answered in a timely and courteous manner
• Maintain an accurate log of guest calls for assistance or feedback, and ensure completion of all items
• Open, secure, and balance out shift banks to include the verification of all cash, credit card, and room charge transactions during all shifts
• Maintain accuracy with all accounting and billing procedures
• Assist in the development and implementation of special projects
• Have a comprehensive knowledge of hotel availability, current rates, and/or special events (which may impact occupancy and availability)
• Possess fluent knowledge of local restaurants, special events, city attractions, amenities, and directions
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and apply corrective measures when necessary

Requirements

• High school diploma or general education degree (GED)
• 6+ months of related experience in a hospitality, service, or retail role preferred
• Ability to navigate, operate, and troubleshoot computer systems and software applications
• Ability to develop and maintain professional relationships and speak effectively before guests and groups of co-workers
• Effective time management and organizational skills; ability to prioritize and organize work assignments and follow through to achieve expected results
• Strong work ethic and the ability to work autonomously

Benefits

• Up to 3 weeks paid time off annually
• 50% off discount at most New Waterloo restaurants
• Health, vision, and dental benefits
• 401K matching
• Paid holidays
• Volunteer pay
• Tuition reimbursement
• Referral bonuses
• Discounts at our shops, hotels, and local partnerships

About the company

Hotel Revival is a 107-key art-centric boutique hotel located in Baltimore's historic Mount Vernon neighborhood, home to 19th-century architecture, lush parks, iconic churches, galleries, restaurants, and cultural venues. It embodies Baltimore by showcasing local products, the city's history, and native cuisine. This award-winning property is internationally recognized for its commitment to the ongoing restoration of Baltimore and its success in social impact.

New Waterloo is a community-centric independent hospitality company based in Austin, Texas. We use our platform to intentionally empower and support the choices of our people and communities—creating environments that sustain lasting social impact. Our team of hospitality experts provides the resources, talent, passion, and collaboration necessary to foster thoughtful places and thriving businesses.