Front Desk Agent

Charlestowne Hotels•Hamilton, NY

24d

About The Position

The Front Desk Agent provides quality guest services, including registration and check-out, PBX operations, and mail and message service. The role requires accurate daily accounting procedures and consistent use of hospitality standards, including making eye contact, smiling, greeting guests first, engaging in polite conversation, and using guests’ surnames. The agent supports guest satisfaction through professional check-in and check-out, prompt and knowledgeable phone service, room and special-request coordination, concierge assistance, and coordination with other hotel departments. The position also includes shift checklists, key control, credit-policy compliance, lost-and-found reporting, room-availability monitoring, yield-management review, and balancing the daily shift bank. The employee must be well presented, familiar with fire and emergency procedures, and able to use the hotel’s property management and phone systems. The role requires a high school diploma or GED and six months to one year of related experience and/or training. The employee regularly stands, walks, and talks or hears; occasionally lifts or moves up to 25 pounds. The usual workplace noise level is moderate.

Requirements

High school diploma or GED.
Six months to one year of related experience and/or training.
Ability to read, analyze, and interpret procedure manuals.
Ability to present information effectively and respond to guests’ questions.
Ability to solve practical problems and handle situations with limited standardization.
Ability to interpret written, oral, diagrammed, or scheduled instructions.
Ability to operate a Property Management System, capture email, and use a PBX system.
Ability to balance the daily shift bank, remain organized, and demonstrate quality service.
Ability to regularly stand, walk, and talk or hear; frequently use hands to finger, handle, or feel objects, tools, or controls; occasionally reach with hands and arms; and occasionally lift or move up to 25 pounds.
Ability to adjust focus.

Responsibilities

Provide a high level of customer service.
Pre-assign hotel rooms, including rooms for VIPs and repeat guests, package bookings, and guests with special requests.
Check hotel guests in and out in a confident, professional, and friendly manner.
Answer phone calls promptly and knowledgeably, providing complete and accurate information.
Complete the appropriate AM, PM, or third-shift checklist by the end of the shift.
Follow the established key-control policy.
Maintain professional presentation, including uniforms and personal hygiene.
Follow proper credit policies and verify the credit-limit report.
Submit lost-and-found items with a completed lost-and-found report.
Stay knowledgeable about the immediate area, services, attractions, and events, and assist with concierge services.
Know and follow fire and emergency procedures.
Open, secure, and balance the daily shift bank by counting and verifying cash, check, and credit-card transactions handled while on duty.
Monitor room availability throughout the day.
Review the hotel’s daily selling status using the yield-management system.
Attend the department meeting once a month.
Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction and coordinated hotel services.
Perform other duties as directed by the immediate supervisor.