Front Desk Agent (Part-Time)- Hotel Clemons

DeFoor Hospitality Group•Chattanooga, TN

10d•Onsite

About The Position

The Front Desk Agent manages the hotel front desk, including guest check-in and check-out, maintaining information on in-house guests, tracking reservations and special requests, and answering guest calls. The role follows brand-specific standards and front office procedures, supports reservation and guest service operations, and helps maintain the safety and security of guests, employees, and hotel assets. The position requires working Saturday, Sunday, and Monday from 3 p.m. to 11 p.m. The agent also must be able to work a flexible schedule that may include evenings, nights, weekends, and some holidays. Duties include balancing the property management system (PMS) activity and required daily reports, handling cash and deposits according to procedure, protecting confidential business information, assisting guests with luggage as needed, and reporting guest issues to the Manager on Duty.

Requirements

Prior customer service experience.
Highly organized, results-oriented, flexible, and able to work well under pressure in a fast-paced, changing environment.
Able to handle stressful situations calmly and professionally and exercise good judgment.
Excellent communication skills, including the ability to convey information in writing, by telephone, and in person.
Passion for service.
Able to establish effective relationships with customers and internal partners; effective reading, writing, and oral comprehension skills.
Service orientation and knowledge of customer and personal service principles, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Valid driver's license and dependable transportation.
Outgoing personality, organization, and attention to detail.
Able to work a flexible schedule, including evenings, nights, weekends, and some holidays.
Good work ethic; honesty; and ability to work well with others.
Good cash-handling skills, including making change and managing a cash drawer.
Able to stand or walk for eight hours and work in a restrictive space or environment.
Eyesight enabling near and far vision.
Finger dexterity for typing, writing, and computer work.
Able to speak clearly, hear at a basic level, and understand English.
Able to bend, stretch arms overhead, and lift or carry up to 30 pounds.

Responsibilities

Carry out front desk operations according to systems, procedures, and brand-specific standards.
Use hotel systems, including the PBX phone system, key system, PMS reservation systems, and brand-specific systems and training.
Know the fire alarm system and evacuation procedures.
Monitor suspicious accounts and support effective credit control.
Maintain knowledge of the surrounding area.
Manage reservations and check-ins to support the highest RevPAR.
Protect the security of guests, fellow employees, and hotel assets.
Perform other duties as requested by a supervisor to support hotel, restaurant, lounge, and guest service operations.
Keep company business functions confidential, including top accounts, financial status, guest information, and employee issues.
Comply with front office standard operating procedures; monitor key control; verify room-status information; update group information; and follow through on VIP and Tour VIP requests.
Coordinate with staff to support compliance with safety and security policies and procedures, and participate in appropriate training and maintenance of equipment and the work area.
Balance PMS activity at the end of each shift and complete daily reports as required.
Ensure deposits are witnessed and accurately count and account for cash banks before and after each shift.
Immediately report guest issues to the Manager on Duty.
Avoid personal conversations in person or on a telephone or cell phone while working.
Assist guests with luggage as needed.
Maintain a well-groomed appearance and wear a uniform while on the property.
Avoid eating, drinking, or smoking in guests' sight.