Front Desk Agent - FT

DRIFTWOOD HOSPITALITY MANAGEMENT•Raleigh, NC

13d•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 front-office guest service, reservation and payment processing, responding to requests and complaints, and following hotel safety and security procedures. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary.

Requirements

High school diploma preferred; equivalent combinations of education, training, or experience may be considered.
Prior hospitality experience preferred but not required.
Skill using a calculator and performing moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse 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; stand for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk, and frequently talk, hear, see, and smile.

Nice To Haves

Prior hospitality experience.
High school diploma.

Responsibilities

Welcome guests promptly and provide accurate information about hotel outlets, local attractions, and guest requests.
Complete guest registration using the computer system, confirm guest and rate details, select rooms based on guest needs, and code electronic keys, certificates, and coupons as appropriate.
Authorize and imprint credit cards using electronic acceptance methods; handle cash, make change, balance the assigned house bank, and accept and record other forms of payment.
Perform moderately complex arithmetic, post charges to guest rooms and house accounts, and close guest accounts at checkout.
Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Address guest dissatisfaction and complaints by researching issues, finding effective solutions within established guidelines, and referring matters 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 implement 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.