Front Office Agent

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes 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, using a positive and clear speaking voice, listening to understand requests, responding with appropriate action, and providing 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, selecting appropriate rooms, and coding electronic keys, certificates, and coupons as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance as assigned house bank; accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate, moderately complex arithmetic functions using a calculator; post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages and communicate the content to the guest, and retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at checkout, ensure guest satisfaction, and, if dissatisfaction occurs, research and attempt to resolve the problem within established guidelines or refer to a supervisor.
• Field guest complaints, conduct thorough research to develop effective solutions, and resolve complications such as location changes, credit issues, price conflicts, or insufficient heating and air conditioning.
• Remain calm and alert during emergency situations and heavy hotel activity; plan and implement detailed steps using experienced judgment and discretion.
• Maintain neat corridors and service areas at all times.
• Adhere to all company policies, safety and security procedures, fire prevention and emergency procedures, and utilize protective equipment; report unsafe conditions, accidents, injuries, near‑misses, property damage or loss to a supervisor/manager.
• Maintain a neat, clean and well‑groomed appearance as outlined in the team member handbook.
• Assist other Front Desk Personnel as needed and perform any related duties as requested by supervisor/manager.

The hotel operates 24 hours a day, 7 days a week; shift days, start times, and weekly hours may vary.

Knowledge, Skills & Abilities

• High school diploma preferred; equivalent combination of education and experience may be considered.
• Prior hospitality experience preferred but not required.
• Considerable skill in the use of a calculator and ability to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, requiring patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Stand and move throughout the front office; stand 95% of the shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing, and smiling.