Front Desk Agent

Royal Plaza Inc•Marlborough, MA

2d•Onsite

About The Position

The Front Desk Agent is responsible for ensuring guest satisfaction by providing efficient and courteous service during check-in and throughout their stay. This role involves acting as a concierge, managing guest accounts, taking reservations, and coordinating with other hotel departments to meet guest needs.

Requirements

High school or equivalent education.
Proficiency in handling all aspects of customer relations.
Accustomed to cash handling procedures.
Ability to work in a fast-paced environment.
Excellent verbal and listening skills.
Attention to detail.
Organization skills.
Ability to lift 25 pounds.

Nice To Haves

Previous hotel experience preferred.

Responsibilities

Ensure guest satisfaction at all times.
Check in arriving guests courteously and efficiently, confirming reservation information and room preferences.
Inform guests about hotel amenities, services, and locations.
Assign guest rooms to meet their requests if possible.
Serve as a Concierge, providing information about the hotel, local attractions, dining, and shopping.
Post charges, payments, and adjustments to guest folios, ensuring accuracy of payment methods and information.
Take reservation calls.
Maintain accurate records, including updating guest status on room rack, telephone rack, and computer systems.
Prepare daily shift reports and cash out at the end of the shift.
Take ownership of and resolve guest issues or concerns with or without management assistance.
Use suggestive selling techniques to promote room upgrades and hotel amenities.
Coordinate room status updates with housekeeping regarding check-ins, check-outs, and special requests.
Handle same-day reservations, future reservations, changes, cancellations, and room blocks.
Coordinate guest room maintenance work with the engineering department.
Report any unusual occurrences or requests to the manager.
Restock front office supplies as needed and notify management when supplies are low.