Front Desk Agent

Residence Inn Richmond • Richmond, VA

20h • $16 - $17 • Onsite

About The Position

The Front Office Agent at Residence Inn Richmond provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role includes responding to guest inquiries, handling reservations and front desk transactions, operating the Front Desk computer system, completing shift duties and reports, and maintaining hotel service and safety standards.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Maintain a warm and friendly demeanor.
• Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Understand and apply complex information and data from various sources to meet appropriate objectives.

Nice To Haves

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

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
• Follow cash-handling and credit policies.
• Know the rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Obtain necessary information when taking room reservations and follow the rate-quoting process.
• Know 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 other 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 individual paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area and assist guests with safe deposit boxes.
• Maintain regular attendance, proper personal appearance, grooming, uniform, and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Maximize productivity, identify problem areas, and assist with implementing solutions.
• Anticipate, prevent, identify, and solve problems; show initiative in anticipating guest and operational needs.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• 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
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED