Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Pittsburgh, PA

30d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role involves communicating with guests, handling reservations and payments, responding to requests, addressing complaints, and supporting safe, orderly front desk operations. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary.

Requirements

High school graduation or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities; a high school diploma is preferred.
Ability to use a calculator and accurately perform moderately complex mathematical calculations.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to de-escalate anger, gather accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds; occasional twisting, bending, stooping, reaching, standing, and walking; frequent talking, hearing, seeing, and smiling.

Nice To Haves

Prior hospitality experience is preferred but not required.

Responsibilities

Greet guests promptly and warmly, listen to their requests, and provide accurate information about hotel outlets and local attractions.
Complete guest registration using the computer system, confirm guest and rate details, select suitable rooms, and code electronic keys, certificates, and coupons.
Verify and imprint credit cards for authorization; handle cash and assigned house-bank balancing; and accept and record vouchers, travelers’ checks, and other payments.
Perform moderately complex arithmetic accurately, post charges to guest rooms and house accounts, and close guest accounts at checkout.
Answer the telephone in clear, positive English; enter and retrieve messages and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Research and address guest dissatisfaction and complaints, including price conflicts, room-location changes, credit issues, and heating or air-conditioning problems; escalate issues to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and carry out detailed steps.
Keep corridors and service areas neat, follow company policies and safety and security procedures, know fire-prevention and emergency procedures, use protective equipment, and report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance; assist other Front Desk Personnel as needed; and perform related duties requested by a supervisor or manager.