Front Desk Agent/Guest Services Representative

24-7 Hotel Management•Murfreesboro, TN

41d•$14 - $16

About The Position

The Front Desk Agent/Guest Services Representative provides an exceptional guest experience throughout the hotel, including at the front desk and during other guest interactions. The role focuses on welcoming and assisting guests, supporting a positive arrival and departure, and going above and beyond to meet guest expectations. Team members are expected to contribute to guest satisfaction, work well with colleagues, and adapt as business needs change. In a lead capacity, the role may also take responsibility for assigned employees when the Supervisor is absent and ensure their work is properly performed.

Requirements

Exceptional interpersonal skills.
Ability to communicate effectively with staff and guests from varied cultural and ethnic backgrounds.
Knowledge of local events and points of interest, and sound judgment when making recommendations.
Willingness and ability to multitask and adapt as daily responsibilities change with business demands.
Commitment to exceptional guest satisfaction and positive interactions with internal and external guests.
Effective verbal and written communication skills.
Ability to stand for extended periods and climb stairs.
Ability to use a ladder and step stool and thrive in a fast-paced environment.
Ability to lift up to 10 pounds frequently and 25 pounds periodically, and pull up to 25 pounds occasionally.
Visual acuity to distinguish objects near and far, with or without corrective lenses.
Sufficient manual dexterity and knowledge to use a switchboard and computer keyboard.

Responsibilities

Champion the hotel brand through training and certifications.
Become familiar with the community and recommend entertainment, dining, and other local options to guests.
Interact with internal and external guests in a pleasant, professional, and approachable manner.
Check guests in and out and contribute to a positive arrival and departure experience.
Greet, register, and assign rooms to guests in a friendly manner.
Issue room keys and provide escort instructions to the Bell Person or guests without announcing room numbers.
Answer questions about hotel services, guest registration, shopping, dining, entertainment, and travel directions.
Maintain records of room availability and guest accounts.
Make, confirm, and cancel guest reservations.
Prepare bills, collect payments, and make change.
Post room, food, liquor, and telephone charges by hand or machine, as appropriate.
Date-stamp, sort, and rack incoming mail and messages; transmit and receive messages using equipment such as a telephone, fax, and switchboard.
Understand and enforce hotel company credit policies; account for cash and make deposits in accordance with hotel and company policies.
When functioning in a lead capacity, take responsibility for assigned employees in the Supervisor’s absence, assign work, and ensure proper performance.
Make restaurant, transportation, or entertainment reservations for guests as needed.
Deposit guests’ valuables in the hotel safe or safe-deposit box as needed.
Order complimentary flowers or champagne for special guests.
Perform other duties as assigned.