Front Desk Agent - Petersburg, VA
About The Position
The Front Desk Agent is the primary point of contact for hotel guests and helps create a welcoming, comfortable experience while keeping daily operations running smoothly. The role is on-site at MA - Building 12015 (ZYLEA), 2301 Sustainment Ave, Petersburg, Virginia. The agent welcomes guests, handles check-ins and check-outs, answers calls and guest questions, processes payments and cashier reports, assists with reservations and room upgrades, and manages guest safe deposit boxes. The role also includes responding to feedback and complaints, coordinating with Housekeeping, Maintenance, and Management, and assisting with tours, special requests, and other assigned tasks.
Requirements
- High school diploma or equivalent.
- At least 1 year of Front Desk or hotel guest service experience.
- Strong interpersonal and problem-solving skills.
- Basic math, reading, and writing skills.
- Basic computer proficiency.
- Ability to work evenings or nights, weekends, and holidays as needed.
- Frequently stand behind the Front Desk and move throughout the Front Office area.
- Ability to carry or lift items weighing up to 50 pounds.
- Regular use of keyboards, computer screens, phones, and property management systems.
Nice To Haves
- Some college coursework.
Responsibilities
- Welcome guests, issue room keys, process check-ins and check-outs, and explain hotel services and room locations.
- Answer incoming phone calls professionally and respond promptly to guest questions and requests.
- Process cash and credit card payments, handle charges, complete cashier reports, and balance assigned cash banks.
- Upsell room types where available and assist guests with bookings, cancellations, and reservation changes.
- Issue, control, and release guest safe deposit boxes while following safety and security protocols.
- Address guest feedback and complaints with care and empathy, make appropriate service recovery gestures, and escalate complex issues to supervisors when needed.
- Coordinate with Housekeeping, Maintenance, and Management on room readiness and maintenance issues.
- Assist with guest room tours, special guest requests, and other tasks as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
