Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Durham, NC

22d•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 includes responding to guest requests, providing accurate information, processing payments, and addressing complaints or service problems. The hotel operates 24 hours a day, seven days a week, so shifts, starting times, and weekly hours may vary. The position requires continual standing and movement throughout the front office and maintaining a neat, clean, and well-groomed appearance.

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 accurately perform moderately complex mathematical calculations.
Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to 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 the front office and continuously perform essential job functions; stand for approximately 95% of the shift.
Ability to lift up to 25 pounds; occasional twisting, bending, stooping, reaching, standing, and walking; frequent talking, hearing, seeing, and smiling.

Nice To Haves

Prior hospitality experience is preferred but not required.

Responsibilities

Welcome guests promptly and sincerely; listen to requests and provide appropriate assistance and accurate information, including outlet hours and local attractions.
Complete guest registration by entering and retrieving information in the computer system, confirming guest numbers and room rates, selecting rooms to meet guest needs, and coding electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization; handle cash, make change, balance the assigned house bank, and accept and record vouchers, travelers’ checks, and other payments.
Perform moderately complex arithmetic accurately using a calculator, and post charges to guest rooms and house accounts using the computer.
Answer telephone calls promptly and clearly, enter messages into the computer, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and ensure guest satisfaction; research and attempt to resolve dissatisfaction within established guidelines, referring issues to a supervisor when appropriate.
Investigate and resolve guest complaints and complications, including location changes, credit issues, price conflicts, and heating or air-conditioning problems.
Remain calm and alert during emergencies and periods of heavy hotel activity; plan and carry out detailed steps using judgment and discretion.
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, and property damage or loss to a supervisor.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel as needed and perform related duties as requested by a supervisor or manager.