Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Orlando, FL

2d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role involves welcoming guests, handling registrations and payments, responding to requests and complaints, sharing accurate information, and supporting other front desk personnel. The hotel operates 24 hours a day, seven days a week, so shifts, start times, and weekly hours may vary according to operational needs. The position requires continual standing and movement throughout front office areas. Team members are expected to maintain a neat, clean, and well-groomed appearance, follow company and safety procedures, and help keep corridors and service areas neat. The role also includes responding calmly during emergencies and busy periods and reporting unsafe conditions, accidents, injuries, near misses, or property damage to a supervisor.

Requirements

High school diploma preferred; equivalent combinations of education, training, and experience may provide the required knowledge, skills, and abilities.
Ability to use a calculator and perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to perform occasional twisting, bending, stooping, reaching, standing, and walking, and frequent talking, hearing, seeing, and smiling.

Nice To Haves

Prior hospitality experience is preferred, but not required.

Responsibilities

Greet customers promptly with a friendly and sincere welcome; listen to requests and provide appropriate assistance and accurate information about outlet hours and local attractions.
Complete guest registration by entering and retrieving information in the computer system, confirming details such as guest count and room rate, and selecting rooms according to guest needs.
Code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance the assigned house bank.
Accept and record vouchers, travelers’ checks, and other payment types; post charges to guest rooms and house accounts using the computer.
Use a calculator to perform moderately complex arithmetic functions accurately.
Answer the telephone promptly in clear, positive English; enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Close guest accounts at checkout and ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction within established guidelines, referring issues to a supervisor when appropriate.
Handle guest complaints, investigate issues, and develop effective solutions to complications such as room-location changes, credit issues, price conflicts, or insufficient heating and air conditioning.
Remain calm and alert during emergency situations and periods of heavy hotel activity; use judgment and discretion to plan and implement detailed steps.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures; know fire prevention and emergency procedures; use protective equipment; and report unsafe conditions, accidents, injuries, near misses, or property damage or loss to a supervisor.
Maintain a neat, clean, and well-groomed appearance in accordance with team member handbook standards.
Assist other Front Desk Personnel as needed and perform related duties requested by a supervisor or manager.