Front Desk Agent

Lodging Dynamics • Seattle, WA

1d • Onsite

About The Position

The Front Office Agent is responsible for providing consistent excellent service to guests/clients before arrival, upon arrival, and during their stay, from check-in to checkout. This employee will be responsible for registration, checkout, and cashiering. The role involves welcoming and registering guests, providing necessary information, verifying details, resolving problems, authorizing revenue allowances, upselling hotel services, and making reservations for guests. The agent must possess thorough knowledge of hotel amenities, company information, and local attractions, and communicate effectively with other departments to ensure guest satisfaction. The position also requires managing cash/credit transactions, maintaining a personal bank, and posting charges. In the initial months, the agent will learn about the hotel and its amenities, assist the front desk team, and contribute significantly to the overall guest experience by providing excellent guest service.

Requirements

• A minimum of one (1) year experience in a front office role
• Must possess a thorough knowledge of the hospitality industry
• Must have sound administrative skills
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• Strong Guest Service Skills
• Able to work on PMS software
• Able to communicate effectively with guests, management, and co-workers
• Must be able to stand up to 8 hours at a time
• Must have a positive attitude at all times
• Weekends are required

Nice To Haves

• Associates Degree in Hospitality or Travel & Tourism preferred
• Open availability preferred

Responsibilities

• Provide consistent excellent service to guests/clients before arrival, upon arrival, and during their stay, from check-in to checkout
• Be responsible for registration, checkout, and cashiering
• Welcome and register guests expeditiously
• Provide information to guests as needed
• Obtain identification and credit/check approval as directed by hotel policy
• Verify rate and departure date
• Confirm and modify information required to complete the registration process as per hotel procedures
• Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction
• Authorize revenue allowances as allowed by hotel policy
• Upsell guest rooms, food & beverage outlets if applicable and seasonal hotel promotions
• Make restaurant, transportation, and/or entertainment reservations for guests, plus other Concierge services as requested
• Have thorough knowledge of hotel amenities, company, and local area & attractions
• Communicate with other hotel departments to maintain a high level of guest satisfaction
• Maintain an understanding of hotel history, services, facility information, and rates and packages
• Thank guests with genuine appreciation at the end of each stay, and ask "Is there anything that we could have done better to make your stay more enjoyable?"
• Register guests in Reservations and follow proper check-in, check out procedures
• Review Front Desk log when coming on shift and record pertinent information as needed throughout the shift
• Post charges to individual room or master account
• Manage cash/credit transactions and maintain a personal bank
• Accept payment for guest accounts including third party, advance purchase reservations, and during the time of registration at check-in/check-out
• Develop and maintain positive working relationships with others and support team to reach goals
• Assists others as needed and special projects, as necessary

Benefits

• People-first culture
• Travel discounts at hotel partners and franchises
• Medical, Vision, Dental Benefits for Full Time Employees
• Paid time off: Up to 88 hrs per year for the 1st year through completion of the 4th year of employment, up to 128 hrs per year for the 5th year through completion of the 9th year of employment, and up to 168 hrs per year for the 10th year of employment and thereafter
• Paid sick leave: for every 30 hrs worked, you will receive one hour of sick pay. Unused hours, up to 72 hrs, will carryover into the following year
• 401(k) matching
• 7 paid holidays per calendar year
• Participation in our Wellness program
• 10% upsell incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees