Front Desk Agent

TownePlace Suites Springfield • Springfield, VA

5d • Onsite

About The Position

The Front Office Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The position handles guest questions and requests, reservations, front desk transactions, shift paperwork, and coordination with other hotel employees. The agent must follow hotel policies and standards, maintain a clean work area, and contribute to safe and efficient hotel operations.

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, courteous, and service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Handle problems effectively, including anticipating, preventing, identifying, and solving problems.
• Understand and apply complex information and data from various sources to meet objectives.
• Maintain confidentiality of information and show initiative by anticipating guest or operational needs.

Nice To Haves

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

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other topics.
• Follow cash-handling and credit policies.
• Stay informed about 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 scenario.
• Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed during emergencies.
• 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 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 uniform and nametag, and high standards of personal appearance and grooming.
• Comply with hotel standards and regulations and help maximize productivity and resolve problem areas.
• Cross-train in other hotel-related areas and perform other duties 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