Front Office Agent

About the Role

The Front Office Agent is responsible for hosting our guests during their stay, providing a warm welcome upon arrival, creating unique memories specific to guest personas, and maintaining professional relationships with guests to enhance their overall experience. This role contributes to the organization as an active business partner supporting the company's goals, objectives, vision, mission, and values.

Responsibilities

• Provide excellent customer service and telephone etiquette while aspiring to reach department and property-defined goals and objectives.
• Host and welcome guests with a friendly and sincere demeanor.
• Assist with guest check-in and check-out processes, as well as folios, invoicing, and billing.
• Think creatively to solve guest stay issues, going above and beyond to recover service opportunities and exceed guest expectations.
• Communicate and partner with all department leaders and hourly associates to ensure a personalized and seamless guest experience.
• Maintain proper record-keeping for guest accounts and be knowledgeable about hotel services and local surroundings to answer guest questions and 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 accurately handle billing.
• Strong communication skills: ability to speak, read, write, and understand English well.
• Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of these programs will occur.

Physical Requirements

• Position requires walking and standing for most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Must be able to bend, stoop, squat, and stretch to fulfill tasks.
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Pay

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