Front Desk Agent

Highgate Hotels•Lynnwood, WA

11d•Onsite

About The Position

The Front Office Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role handles guest questions and requests, reservations, room and rate information, check-in and checkout, cash and credit procedures, shift paperwork, and related front desk operations. The agent must maintain a clean work area, follow hotel standards and safety procedures, communicate effectively with guests and employees, and assist with other duties as requested by management.

Requirements

High school diploma or equivalent required.
Computer experience required.
Maintain a warm and friendly demeanor.
Effectively communicate verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Effectively listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Understand and apply complex information and data from various sources to meet appropriate objectives.
Maintain confidentiality of information.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain required information when taking room reservations and follow the rate-quoting scenario.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with other employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Maintain regular attendance and proper personal appearance, including the required uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Work to maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and solving them as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
Washington associates: 8 paid holidays per year, up to 20 vacation days per year based on classification and length of service, and Paid Sick & Safe Time accrued at 1 hour per 30 hours worked, with up to 72 unused hours carried over.
Colorado associates: 8 paid holidays per year (Denver associates receive 64 hours of designated holiday time per calendar year), up to 20 vacation days per year based on classification and length of service, and paid sick leave accrued at 1 hour per 30 hours worked.
California associates: 8 paid holidays per year, up to 20 vacation days per year based on classification and length of service, and paid sick time subject to the stated accrual, carryover, and location-specific provisions.