Front Desk Agent

About the role

The Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay to meet the hotel’s high standards of quality.

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.
• Continual standing and movement throughout front office areas.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Field guest complaints, conducting thorough research to develop the most 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 by using experienced judgment and discretion.
• Keep the corridors and service area neat at all times.

Qualifications

• Prior hospitality experience preferred, but not required.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• Ability to read, listen, and communicate effectively.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Professional, positive attitude and actions when communicating with guests and team members.
• Ability to stand during the entire shift.

Schedule

The hotel operates 24 hours a day, 7 days a week. Operational demands require variations in shift days, starting times, and hours worked in a week. This position requires flexible hours for both morning and evening shifts.