Front Office Agent

About the role

As a Front Office Agent, you will host our guests during their stay—providing a warm welcome upon arrival, creating unique memories tailored to guest personas, and building professional relationships to enhance their overall experience. This role supports the company’s goals, objectives, vision, mission, and values as an active business partner.

Responsibilities

• Provide excellent customer service and telephone etiquette, actively working toward department and property-defined goals.
• Host and welcome guests with a friendly and sincere demeanor.
• Assist with guest check-in and check-out processes, including folios, invoicing, and billing.
• Think creatively to address guest stay challenges, going above and beyond to recover service opportunities and exceed expectations.
• Communicate and partner with department leaders and hourly associates to ensure a personalized and seamless guest experience.
• Maintain accurate record-keeping for guest accounts and demonstrate knowledge of hotel services and local surroundings to answer questions and fulfill requests.

Qualifications

• High School Diploma or equivalent; Bachelor’s Degree preferred.
• Minimum of two years’ experience in a hotel operations environment.
• Minimum of two years’ experience in customer service.
• Basic math skills and ability to handle billing accurately.
• Strong communication skills with proficiency in speaking, reading, and writing English.
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of these programs is required.

Physical Requirements

• Ability to walk and stand for most of the working day, including standing and exerting well-paced mobility for up to 6 hours at a time.
• Regularly lift up to 15 lbs.
• Frequent bending, stooping, squatting, stretching, manual dexterity, grasping, writing, sitting, walking, repetitive motions, and climbing.

Pay

The base pay scale for this position is $20.00 per hour, exclusive of incentive pay such as commissions, gratuities, or other additional compensation.