Front Desk Agent

About the role

At Embassy Suites Boulder, we embrace the "Uniquely Colorado" experience—two distinct properties united under a shared Canyon corridor identity, drawing inspiration from Boulder's vibrant culture, natural beauty, and innovative spirit. This role is an essential part of the team, bringing storytelling and local knowledge to every guest touchpoint, where each interaction reflects Boulder's creative and passionate energy.

You will respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services. You’ll handle telephone and in-person inquiries regarding reservations, hotel information, and guest concerns, ensuring a welcoming and inclusive environment.

Responsibilities

• Greet and complete check-in procedures for arriving guests daily, using both manual and computerized methods to ensure guest satisfaction.
• Facilitate guest departure (check-out) by following established procedures to close guest accounts and prepare rooms for the next guest.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using proper cash handling methods to present accurate charges and maintain hotel records.
• Answer inquiries and accept reservations, both in person and by telephone, communicating hotel rates and information while using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to provide timely and knowledgeable responses to guest questions and concerns.
• Operate PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests to provide efficient service.
• Control cash transactions at the front desk and maintain responsibility for a personal bank as specified by hotel policy.
• Maintain a friendly, cheerful, and courteous demeanor at all times.

Requirements

• High school diploma or equivalent.
• High school graduate-level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Past experience dealing directly with the public and general knowledge of basic customer service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
• Highly organized with strong attention to detail, particularly when performing multiple tasks.

Physical Demands

• Must be able to read written communications and a monochrome computer screen.
• Must be able to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on multiple tasks simultaneously, and communicate effectively both verbally and in writing.
• 90% of shift is spent standing; repeated bending and kneeling required for filing.
• Must be able to reach all areas of the hotel to assist clients.
• Occasional carrying and lifting of files and office items up to 25 lbs.

Work Environment

Prolonged standing at an indoor, thermostatically climate-controlled workstation under fluorescent lighting. Work is performed inside 95% of the time.