Front Desk Agent

Established in 1988 as a family-owned business, Raines has grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. We maintain a family-oriented culture that believes in building relationships with our associates, partners, and communities.

About the role

The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquiries, checking-in/out, and reserving rooms.

Responsibilities

• Ensures outstanding customer service at all times.
• Maintains a friendly, professional, cheerful, and courteous demeanor.
• Accurately answers inquiries from potential guests and accepts hotel reservations.
• Consistently resolves guest problems and complaints efficiently while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns in a timely fashion.
• Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue.
• Resolves customer issues, complaints, and problems quickly to maintain high customer satisfaction.
• Allocates rooms to expected arrivals after checking guest preferences and special requests.
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.).
• Ensures phone calls, wake-up calls, and messages for guests are handled promptly and professionally.
• Cross-checks all billing instructions to ensure they are correctly updated.
• Handles group arrivals and pre-registers each guest.
• Ensures payments are made or on file for each guest and that billing is routed correctly for groups.
• Completes cash transactions and maintains full responsibility for personal bank.
• Ensures the front desk log (book or system) is read and updated.
• Follows guest check-in and security procedures, reporting suspicious activity to security, manager, or MOD.
• Assists all departments in servicing guests, especially during high-volume periods.
• Attends meetings as required.

Requirements

• Experience in customer service, forward-facing, or other guest-related positions.
• Experience in the hospitality industry, hotels, restaurants, or similar roles preferred.
• Proficient in Microsoft 365 or similar computer applications.
• Minimum high school diploma, GED, or equivalent.

Benefits

• Comprehensive medical, dental, and vision benefits.
• 401K retirement plan.
• Generous PTO program.
• Opportunities for career advancement within the company.