Front Desk Agent
Royal Plaza Inc•Waltham, MA
•$17 - $18•Onsite
About The Position
The Front Desk Agent is responsible for ensuring guest satisfaction by providing efficient and courteous service. This role involves checking guests in and out, handling reservations, managing guest accounts, and acting as a concierge to assist guests with hotel information and local recommendations. The agent will also operate the PBX system, handle guest concerns, and coordinate with other departments like housekeeping and engineering.
Requirements
- Proficient in handling all aspects of customer relations.
- Accustomed to cash handling procedures.
- Able to work in a fast-paced environment.
- Excellent verbal and listening skills.
- Attention to detail.
- Organization skills.
- Ability to lift 25 pounds.
Responsibilities
- Ensure guest satisfaction at all times.
- Check in arriving guests courteously and efficiently, confirming reservation information and room preferences.
- Inform guests about room location, hotel amenities (pool, fitness rooms), and restaurant locations.
- Assign guest rooms to meet their requests if possible.
- Serve as a Concierge, providing information about the hotel, amenities, local restaurants, shopping, and directions.
- Post charges, payments, and adjustments to guest folios.
- Follow proper guest accounting procedures, ensuring accuracy of payment information.
- Take reservation calls and faxes.
- Maintain accurate records, including updating guest status on room rack, telephone rack, and computer.
- Prepare daily shift reports and cash out at the end of the shift.
- Perform daily bucket checking and keep guest accounts up to date.
- Take ownership of guest issues or concerns and resolve them.
- Operate the PBX system courteously, connect calls, take messages, ensure wake-up calls, and deliver messages/faxes.
- Use suggestive selling techniques to promote room sales and hotel amenities.
- Coordinate room status updates with housekeeping regarding early check-ins, late check-outs, special requests, and partial stays.
- Handle same-day reservations, future reservations, changes, cancellations, and room blocks.
- Follow procedures for issuing and closing safe deposit boxes.
- Use proper mail, packaging, and message handling procedures.
- Coordinate guest room maintenance work with the engineering department.
- Know and implement safety and emergency procedures.
- Read the log book at the beginning of the shift and write down important information for the next shift.
- Report any unusual occurrences or requests to the manager.
- Understand the need for shift flexibility based on business demands.
- Maintain a neat appearance, wear the complete uniform, and keep the front office area clean.
- Restock front office supplies as needed and notify the manager when supplies are low.
Benefits
- Group insurance, including dental and vision
- Paid time off including vacation days, sick days and holidays
- Employee Referral Bonus
- Hotel Discounts for You, Your Friends & Your Family
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
