Hotel Front Desk Agent

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

About the role

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 hotel’s high standards of quality. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide 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. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as required.
• 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, traveler’s 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. Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest satisfaction. In the event of dissatisfaction, research and attempt to resolve problems within established guidelines; may include escalating to a supervisor.
• Field guest complaints, conducting thorough research to develop effective solutions and resolve issues such as location changes or credit problems. Address concerns like price conflicts, heating/cooling issues, etc.
• Remain calm and alert during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.
• Maintain cleanliness of corridors and service areas at all times.
• Adhere to all company policies and procedures, including safety and security protocols. Know department fire prevention and emergency procedures, utilize protective equipment, and report unsafe conditions or accidents to supervisor.
• Provide a safe work environment by following all safety and security procedures and rules.
• Maintain a neat, clean, and well-groomed appearance per team member handbook standards.
• Assist other Front Desk Personnel as needed.
• Perform any related duties as requested by supervisor/manager.

Requirements

• Any combination of education and experience equivalent to graduation from high school or other training that provides the required knowledge, skills, and abilities. High school diploma preferred.
• Prior hospitality experience preferred but not required.
• Considerable skill in using a calculator and performing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, including handling high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and 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

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

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room discounts
• Employee food and beverage discounts