Front Desk Agent

Highgate Hotels • Springfield, VA

5d • Onsite

About The Position

The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role includes assisting guests with information and services, processing reservations and payments, using the Front Desk computer system, completing shift reports and checklists, and supporting safe and efficient hotel operations.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor.
• Communicate effectively verbally and in writing with employees and guests at all levels.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Understand and apply complex information and data from various sources to meet objectives.

Nice To Haves

• College coursework in a related field.
• Experience in a hotel or related field.
• Customer service experience.

Responsibilities

• Answer guest inquiries regarding restaurants, transportation, entertainment, and other topics.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Obtain required information when taking room reservations and follow the rate-quoting scenario.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Understand emergency procedures and assist as needed.
• Maintain regular attendance, professional appearance, and grooming in accordance with hotel standards.
• Comply with hotel standards and regulations to encourage safe and efficient operations.
• Identify problem areas, maximize productivity, and assist in implementing solutions.
• Anticipate, prevent, identify, and resolve problems as needed.
• Cross-train in other hotel-related areas and maintain the confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

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