Front Desk Agent Overnights - FT

Greeting Guests

Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.

Communications

• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.
• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.

Guest Check-In and Out

• Completes guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.
• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.

Handling Guest Concerns

• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.

Special Requests Coordination

• Captures and coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.

Department Collaboration

• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.

PMS Accuracy

• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.

Cash Handling and Reporting

• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.
• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.

Front Office Maintenance

• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.

Data Protection and Security

• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.

Overnight Activity Monitoring

• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.

Emergency Response

• Maintains reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

Qualifications

• Must be at least 21 years of age.
• Requires high school diploma/GED.
• Minimum one year of customer service experience; hotel experience strongly preferred.
• Ability to communicate clearly and professionally with guests, management, and team members.
• Strong interpersonal, problem-solving, and guest service skills.
• Ability to work effectively under pressure, always remaining calm and courteous.
• Ability to stand for extended periods and manage paperwork efficiently.
• Computer proficiency preferred, experience with property management systems a plus.
• Bilingual English/Spanish skills preferred.
• Knowledge of local attractions, entertainment, and dining options preferred.
• Availability to work a flexible schedule including weekends, holidays, and varied shifts.