Front Desk Agent

About the Role

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring the guest has an exceptional stay to meet the hotel’s high standards of quality.

The hotel operates 24 hours a day, 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Verify credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance as assigned house bank.
• Accept and record vouchers, travelers’ checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input and retrieve messages, and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest satisfaction. In the event of dissatisfaction, research and attempt to resolve problems within established guidelines, escalating to a supervisor if necessary.
• Field guest complaints, conducting thorough research to develop effective solutions and resolve complications such as location changes or credit issues.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
• Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.
• Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures, including safety and security procedures and rules.
• Know department fire prevention and emergency procedures, utilize protective equipment, and report unsafe conditions, accidents, injuries, or property damage to a supervisor.
• Maintain a neat, clean, and well-groomed appearance per team member handbook standards.
• Assist other front desk personnel as needed.
• Perform any related duties as requested by a supervisor or manager.

Requirements

• Any combination of education and experience equivalent to graduation from high school or other training that provides the required knowledge, skills, and abilities.
• High school diploma preferred.
• Prior hospitality experience preferred but not required.
• Front desk experience from 6 months to 2 years preferred but not required.
• Considerable skill in using a calculator and performing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, including handling high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout the front office, continuously performing essential job functions (stand 95% of shift).
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, and walking.
• Frequent talking, hearing, seeing, and smiling.