Front Desk Agent
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. What you will be doing: 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 and 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. What to expect in your first few months: First you will learn about the hotel and all of our amenities! Then, your leadership will shine as you begin assisting the front desk team. From there, you will show the guests how your team can provide the best guest service. As your work progresses, your role will be a key contributor to the overall guest experience!
Requirements
- Associates Degree in Hospitality or Travel & Tourism preferred.
- A minimum of one (1) year experience in a front office role.
- Must possess a thorough knowledge of the hospitality industry and 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.
- Must be available to work Fri-Sun. Open availability preferred.
Responsibilities
- 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 and 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Accommodation
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
