Front Desk Agent

Sage Hospitality Group • Alexandria, VA

17d

About The Position

The Front Desk Agent responds professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services. The role handles telephone and in-person inquiries about reservations, hotel information, and guest concerns.

The agent welcomes guests and completes check-in and check-out procedures using manual and computerized systems, processes guest accounts and payments, answers questions, accepts reservations, and supports efficient guest service through the hotel’s PBX equipment. The position requires a friendly, organized, detail-oriented approach and the ability to handle customer-service situations tactfully, including stressful or emotional circumstances.

Requirements

• High school diploma or equivalent.
• No prior experience required.
• High-school-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash-register systems.
• Experience dealing directly with the public and general knowledge of basic customer-service skills.
• Fluent spoken and written English.
• Ability to use tact and understanding when handling varied customer-service problems, including stressful and highly emotional situations.
• Highly organized and attentive to written and verbal details, particularly while performing multiple tasks.
• Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards; understand and follow verbal and written instructions; multitask; and communicate verbally and in writing.
• Ability to stand for most of the shift, repeatedly bend and kneel while filing, reach all areas of the hotel to assist clients, and occasionally carry or lift files and office items weighing up to 25 pounds.

Responsibilities

• Greet arriving guests and complete established check-in procedures using manual and computerized methods.
• Facilitate guest check-outs by following established manual and computer procedures to close accounts and prepare rooms for the next sale.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using proper cash-handling methods and established procedures.
• Answer inquiries and accept reservations in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques to increase room sales, occupancy, and revenue.
• Maintain good customer relations by staying informed about in-house and local events and responding knowledgeably to questions and concerns.
• Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests.
• Control front-desk cash transactions and maintain responsibility for a personal bank in accordance with hotel bank agreement policy.
• Maintain a friendly, cheerful, and courteous demeanor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED