Front Desk Agent

Sage Hospitality Group • Raleigh, NC

2d • Onsite

About The Position

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

The agent greets guests and completes check-in and check-out procedures using manual and computerized methods, processes guest accounts and payments, and maintains accurate hotel records. The role answers inquiries, accepts reservations, communicates hotel rates and information, and uses suggestive selling techniques to increase room-night sales, occupancy, and revenue. The agent stays informed about hotel and local events, operates PBX equipment, and maintains a friendly, cheerful, and courteous demeanor.

Requirements

• High school diploma or equivalent.
• High school graduate-level mathematical aptitude.
• 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.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling customer-service problems, including stressful and highly emotional situations.
• Strong organization and attention to written and verbal details, including when performing multiple tasks.
• Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards; follow verbal and written instructions; handle multiple tasks; and communicate verbally and in writing.
• Ability to stand for most of the shift, repeatedly bend and kneel while filing, reach all hotel areas to assist clients, and occasionally carry and lift files or 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-out by following established procedures, closing guest accounts, and preparing rooms for the next sale.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate 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.
• Maintain good customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns.
• Operate PBX equipment, 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 as specified by hotel 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