Front Desk Agent

Highgate Hotels•Bloomingdale, IL

7d•Onsite

About The Position

The Front Desk Agent provides attentive, courteous, and efficient service to hotel guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role is based at Residence Inn Bloomingdale in Bloomingdale, Illinois. The agent responds to guest inquiries, handles reservations and front desk transactions, follows hotel cash-handling and credit policies, and maintains knowledge of rates, promotions, groups, and restricted dates. The position also involves using front desk systems and radios, completing shift reports and paperwork, maintaining a clean work area, assisting guests with safe deposit boxes, and following hotel standards for safe and efficient operations. Highgate offers eligible full-time associates a benefits package that includes health and financial benefits, paid leave, and educational opportunities. Specific benefits and paid-leave provisions may vary by location and applicable collective bargaining agreements.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must communicate effectively, verbally and in writing, with employees and guests at all levels.
Must listen to, understand, and clarify concerns raised by employees and guests.
Must multitask and prioritize departmental functions to meet deadlines.
Must understand and apply complex information and data from various sources to meet objectives.
Must maintain confidentiality of information.
Must be able to maintain regular attendance as required by the hotel’s scheduling needs.
Must maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
Follow cash-handling and credit policies.
Stay aware of rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain required information when taking room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Maintain regular attendance, personal appearance, and grooming in accordance with hotel standards.
Comply with hotel standards and regulations to support safe and efficient operations.
Identify problem areas and assist in implementing solutions; anticipate, prevent, identify, and resolve problems as needed.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities
Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law