Front Desk Agent (Hilton Garden Inn SRQ)

Lexima•Sarasota, FL

About The Position

The Front Desk Agent provides attentive, courteous, and efficient service to guests before arrival and throughout their stay while helping maximize suite revenue and occupancy. The role handles check-ins and check-outs, guest inquiries and concerns, reservations, suite inventory, cash handling, and front desk operations. The agent follows Lexima and brand policies, supports guest satisfaction, and works with hotel staff to provide safe and effective hotel operations. The position requires weekend and holiday work. The agent must be able to stand throughout the entire shift and perform the physical activities listed below. Reasonable accommodations may be made for individuals with disabilities when they do not create an undue hardship for the company.

Requirements

High school diploma or equivalent required.
Knowledge of accounting principles.
Experience handling cash, accounting procedures, and general administrative tasks.
Ability to assimilate complex information and data from disparate sources and adapt it to specific needs.
Ability to anticipate, prevent, identify, and resolve workplace problems.
Ability to work effectively in stressful, high-pressure situations.
Ability to listen to, understand, clarify, and resolve concerns raised by clients, guests, and coworkers.
Ability to maintain composure and objectivity under pressure.
Effective oral and written communication skills.
Availability to work weekends and holidays.
Valid driver’s license.
Fluency in English.
Ability to stand throughout the entire shift and frequently perform the listed physical activities.

Nice To Haves

A degree emphasizing Hotel Management, Hospitality Management, or a related field.
Previous hospitality experience.

Responsibilities

Provide attentive, courteous, and efficient service to guests before arrival and throughout their stay.
Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Respond attentively and efficiently to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Answer guest inquiries about hotel services, amenities, and the surrounding area.
Arrange delivery of packages, mail, and messages to guests as needed.
Follow Lexima and brand credit policies and compliance standards.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Collect required information for room reservations and follow rate-quoting guidelines.
Operate relevant aspects of the front desk computer system.
Contribute to guest satisfaction survey performance and perform consistently above average in the mystery call process.
Use appropriate phone skills and Lexima/brand selling guidelines during inquiry calls.
Follow up on wait-list reservations and manage suite inventory.
Complete the shift responsibility checklist and keep the front office clean and organized.
Participate in employee meetings, events, and other management-required functions.
Know Lexima/brand policies, hotel rules, hotel terminology, and hotel amenities and services.
Understand emergency procedures and be prepared to assist when necessary.
Operate radios professionally and use proper radio etiquette when communicating with hotel staff.
Handle cash accurately at the front desk.
Perform other duties as requested by management.