Front Desk Agent

EOS Hospitality • Portland, ME

12d • $20 - $22 • Onsite

About The Position

The Press Hotel in Portland, Maine, is seeking a Guest Service Agent to join its front desk team. The role provides hospitable guest service throughout arrival, stay, and departure, handles telephone inquiries, supports reservations and billing, and coordinates with hotel departments to address guest needs. The agent also maintains front-of-house areas, supports hotel operations and events, and follows procedures for guest security, cash handling, and property communications.

The hotel has more than 100 guest rooms, a full-service restaurant, a lobby cafe and bar, and meeting and event spaces. The Press Hotel is owned and managed by EOS Hospitality.

Requirements

• At least 1 year of direct customer service experience; hotel or lodging experience is highly preferred.
• High school diploma or GED.
• Proficiency with computers and ability to learn technical systems.
• Strong understanding of lodging operations, reservations, and appropriate guest-service etiquette.
• Successful completion of a satisfactory background check.
• Natural leadership qualities and a positive, team-focused attitude.
• Strong communication, organizational, and problem-solving skills.
• Enthusiasm for the role and a passion for guest-service excellence.
• Ability to prioritize, delegate, respond promptly, work under pressure, multitask, and stay focused while maintaining hospitality.
• Availability and willingness to work flexible hours, including weekdays and weekends.

Nice To Haves

• Hotel or lodging environment experience.

Responsibilities

• Provide telephone services for guests, vendors, and other callers, directing inquiries to the appropriate personnel and following service scripts.
• Greet and welcome guests professionally; engage with them politely and help ensure their needs are met.
• Prepare welcome packets, issue keys, direct arriving guests, check guests in, verify identification and payment methods, and communicate property and local-area information.
• Explain parking options, hotel events, guest fees, and charges; answer questions about hotel services, local shopping, dining, entertainment, and travel directions.
• Assist guests with luggage and coordinate with drivers, front desk colleagues, and the concierge as appropriate.
• Monitor guest accounts and post charges, including restaurant and group-event charges; review accounts at checkout, provide final folios, process payments, and answer billing questions.
• Assign rooms in the guest services system, monitor availability and reservations, advise housekeeping when rooms are vacant, inspect rooms for arrivals, and review daily reports.
• Maintain working knowledge of rates, packages, groups, booking restrictions, and the hotel guest services/property management system.
• Coordinate with other departments on maintenance and housekeeping issues, using Whistle to submit maintenance tickets and monitor communications during the shift.
• Receive and expedite guest messages, packages, and mail; make and confirm reservations by phone when appropriate and coordinate with the centralized reservations team on deposits, specialty reservations, VIPs, and groups.
• Communicate with other departments through email and Microsoft Teams, and monitor completion of front office shift reports and daily communications.
• Maintain the lobby, sitting areas, and front desk; replenish and clean beverage and snack stations; set up event signage and prepare areas for activities and functions.
• Assist the Guest Service Manager with inventory, ordering, and putting away breakfast and housekeeping dry goods.
• Handle lost-and-found inquiries and coordinate with housekeeping to log and return items; secure guest valuables in hotel safes or safe-deposit boxes when requested.
• Safeguard and issue managerial keys; handle department banks and cash drawers securely, count banks with a witness during shift turnover, and post and deposit incoming revenue each shift.
• Assist with training new staff as requested and review and deliver amenities for incoming guests.
• Set up daily continental-style coffee and tea service in the lobby and maintain fires in guest fireplaces and outdoor fire pits.
• Work flexible hours based on business needs, including weekdays and weekends.

Benefits

• Dedicated employee parking lot pass with company contribution for full-time employees; fully funded for salaried managers.
• Employer-subsidized medical, dental, and vision insurance.
• Company-funded $25,000 in complimentary life insurance and $1,000 per month in disability coverage.
• Optional disability, life and AD&D, critical illness, and accident insurance.
• Prescription and gym membership discounts.
• Paid time off, including employer-paid leave and immediate paid vacation accruals.
• Flexible and understanding work-life equality.
• More than 10 weeks of fully paid parental leave through the Family Matters Program.
• 401(k) employer match of up to 4% of salary.
• Competitive wages, annual performance evaluations, and compensation adjustments.
• Discounted employee and immediate-family hotel rates at EOS Hospitality locations.
• 50% food and beverage discount at EOS Hospitality locations.
• Discounted lodging rates through New England Inn & Resort Association partners.
• Professional development, training, and tuition reimbursement.
• Incentive opportunities for hourly and managerial roles.
• Supportive, open workplace culture.
• Company-funded Employee Assistance Program for life and mental health resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED