Front Desk Agent - FT

DRIFTWOOD HOSPITALITY MANAGEMENT•Juno Beach, FL

6d•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 communicating information about hotel outlets and local attractions, handling guest requests and concerns, processing payments, and using a computer system to manage reservations and guest accounts. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary according to operational needs. The position requires continual standing and movement in front office areas and adherence to company, safety, security, fire-prevention, and emergency procedures. The agent also keeps corridors and service areas neat and assists other front desk personnel as needed.

Requirements

High school graduation or an equivalent 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 perform moderately complex mathematical calculations accurately.
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 front office areas and continuously perform essential job functions.
Ability to stand 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.

Nice To Haves

Prior hospitality experience is preferred but not required.
High school diploma is preferred.

Responsibilities

Greet guests promptly and provide a friendly, sincere welcome.
Listen to guest requests, provide accurate information, and take appropriate action.
Complete guest registration using the computer system, confirm guest and room-rate information, and select rooms based on 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 forms of payment.
Perform moderately complex arithmetic calculations using a calculator.
Post charges to guest rooms and house accounts using the computer.
Answer telephone calls, input messages, retrieve messages, and communicate their contents 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 guest dissatisfaction and complaints within established guidelines, escalating issues to a supervisor when appropriate.
Investigate guest complaints and develop effective solutions to issues such as room-location changes, credit issues, price conflicts, and inadequate heating or air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion.
Keep corridors and service areas neat.
Follow company policies and safety, security, fire-prevention, and emergency procedures; use protective equipment and report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance.
Assist other front desk personnel and perform related duties as requested by a supervisor or manager.