Front Desk Agents

At Kimpton Hotel Monaco Baltimore Inner Harbor, we put our guests on the fast track to luxury, comfort, and urban adventure. Our newly renovated, grand 202-room boutique hotel and The Morely resides in the historic B&O Railroad Headquarters, offering a tranquil setting near the beautiful Inner Harbor waterfront. This ornate, 1906 Beaux-Arts building once buzzed with the comings and goings of the Gilded Age's power players and now keeps business and leisure travelers connected to Charm City’s exciting offerings, including the Baltimore Convention Center, National Aquarium, Oriole Park at Camden Yards, and Johns Hopkins University.

About the role

As a Front Desk Agent, you will greet and register guests, check guests out, and ensure the hotel delivers outstanding guest service and financial profitability.

Responsibilities

• Greet guests and complete the registration process, including inputting and retrieving information from the computer, confirming guest details and room rates, selecting rooms, coding electronic keys.
• Assist guests with check-out, ensuring rooms and services are correctly accounted for, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change, and processing gift certificates and cards.
• Demonstrate thorough knowledge of hotel information, including room categories, rates, packages, promotions, local area attractions, and general product knowledge; answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and maximize room occupancy.
• Respond to guest inquiries and requests, resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research, and resolve or negotiate solutions for guest satisfaction.

Requirements

• Prior experience as a Front Desk Agent in a hotel or in a high-volume customer service industry.
• Passion for providing excellent customer service and ensuring guest satisfaction.
• Flexibility to work a variety of shifts, including days, evenings, and weekends.
• Excellent computer skills and team spirit.
• IHG brand experience is a plus.

Benefits

• Highly competitive wages.
• Exceptional benefit plan for eligible associates and their family members.
• 401K matching program for eligible associates.
• Flexible scheduling to focus on what’s important to you.
• Discounts at Crescent-managed properties in North America for you and your family members.
• Discounts at Marriott brand properties worldwide.
• Hotel room discounts at IHG brand properties worldwide.