2nd Shift Front Desk Agent

Westmont Group•Independence, OH

1d•$0 - $15•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 guests have an exceptional stay that meets the hotel’s quality standards. The hotel operates 24 hours a day, seven days a week, so operational needs may require variations in shift days, start times, and weekly hours. The role includes registering guests and managing room assignments, payment transactions, guest communications, and checkout. The agent responds to guest requests and complaints, researches issues, and seeks effective resolutions within established guidelines, escalating matters to a supervisor when appropriate. The position also involves maintaining a safe, secure, neat, and professional front-office environment and complying with company policies and safety procedures.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities; a high school diploma is preferred.
Ability to use a calculator and accurately perform moderately complex mathematical calculations.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately input 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 perform essential job functions continuously; standing is required for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk; frequent talking, hearing, seeing, and smiling are required.

Nice To Haves

High school diploma.
Prior hospitality experience.

Responsibilities

Greet guests promptly and warmly; listen to requests, respond appropriately, and provide accurate information about hotel outlets and local attractions.
Complete guest registration in the computer system, confirm guest and rate information, select suitable rooms, and prepare electronic keys, certificates, and coupons as needed.
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, and post charges to guest rooms and house accounts using the computer.
Answer telephone calls courteously, enter and retrieve messages, and communicate messages to guests; retrieve mail, small packages, and facsimiles as requested.
Close guest accounts at checkout, confirm guest satisfaction, and research and attempt to resolve dissatisfaction within established guidelines, escalating issues when appropriate.
Investigate and resolve guest complaints and complications, including room-location changes, credit issues, price conflicts, and heating or air-conditioning concerns.
Remain calm and alert during emergencies and periods of heavy hotel activity; use judgment and discretion to plan and implement steps to address situations.
Keep corridors and service areas neat.
Follow company policies and procedures, safety and security rules, fire-prevention and emergency procedures, and use protective equipment.
Report unsafe conditions, accidents, injuries, near-misses, and property damage or loss to a supervisor or manager.
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 as requested by a supervisor or manager.