Front Desk Agent

Highgate Hotels • Manchester, NH

26d • Onsite

About The Position

The Front Desk 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, room reservations, check-in and checkout, and other front-desk procedures. The agent follows hotel cash-handling, credit, safety, and operating standards; completes shift documentation and reports; and maintains a clean work area and a warm, service-oriented demeanor. The position is at Springhill Suites Manchester in Manchester, New Hampshire.

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.
• 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 objectives.
• Maintain confidentiality of information.

Nice To Haves

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

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
• 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 process.
• Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with 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, a high standard of personal appearance and grooming, and compliance with hotel standards and regulations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Anticipate, prevent, identify, and resolve problems; show initiative in anticipating guest and operational needs.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• 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, personal, medical, and military leave in accordance with applicable law

What This Job Offers

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