Front Desk Agent (Part-Time) -Embassy Suites Hamilton Place

DeFoor Hospitality Group•Chattanooga, TN

4d•Onsite

About The Position

Responsible for managing the front desk area, including guest check-in/out process, maintaining data on in-house guests, tracking reservations, special requests, and answering guest calls. The role requires the ability to work evenings and weekends. The Front Desk Agent ensures front desk operations align with brand-specific standards and requires working knowledge of hotel systems such as PBX phone system, key system, PMS reservation systems, and brand-specific training. Knowledge of fire alarm system and evacuation procedures is also necessary. The position involves managing reservations and check-ins to maximize RevPar, ensuring the security of guests, employees, and hotel assets, and maintaining confidentiality of business functions. Responsibilities include monitoring key control, updating group information, fulfilling VIP requests, and ensuring awareness and compliance with safety and security policies. The role also involves balancing PMS activity, accurately handling cash banks, reporting guest issues, and assisting guests with luggage as needed. Maintaining a professional appearance and adhering to hotel policies regarding eating, drinking, and smoking in guest view are also required.

Requirements

Prior customer service experience.
Highly organized, results-oriented, and able to work under pressure in a fast-paced environment.
Ability to handle stressful situations calmly and professionally with good judgment.
Excellent communication skills (writing, telephone, and personal meetings).
Passion to serve.
Ability to establish effective relationships with customers and internal partners.
Effective reading, writing, and oral comprehension skills.
Service orientation.
Knowledge of customer service principles and processes.
Valid driver’s license and dependable transportation.
Outgoing personality, well-organized, and detail-oriented.
Ability to work a flexible schedule including evenings, nights, weekends, and some holidays.
Good work ethic, honesty, and ability to work well with others.
Good cash handling skills, including making change and managing a cash drawer.
Ability to stand/walk for 8 hours and work in a restrictive space/environment.
Eyesight enabling vision both near and far.
Finger dexterity for typing, writing, and computer work.
Ability to speak clearly, understand English, and hear at a basic level.
Ability to bend, stretch arms overhead, and lift/carry up to 30 pounds.

Responsibilities

Manage the front desk area, including guest check-in/out process.
Maintain data on in-house guests, track reservations, and handle special requests.
Answer guest calls and provide information about the surrounding area.
Ensure front desk operations comply with brand-specific standards.
Operate hotel systems including PBX phone system, key system, and PMS reservation systems.
Demonstrate knowledge of fire alarm system and evacuation procedures.
Control credit and note suspicious accounts.
Manage reservations and check-ins to maximize RevPar.
Ensure the security of guests, employees, and hotel assets.
Perform other duties as requested by supervisors.
Maintain confidentiality of business functions.
Monitor key control, verify room status, update group information, and follow through on VIP requests.
Collaborate with other staff on safety and security policies.
Ensure employee and guest safety through training and maintenance.
Balance PMS activity at the end of each shift and prepare daily reports.
Handle cash banks accurately and never drop a deposit without a witness.
Report guest issues immediately to the Manager on Duty.
Avoid personal conversations on the phone or in person.
Assist guests with luggage as needed.
Maintain a well-groomed appearance and wear uniform on property.
Refrain from eating, drinking, or smoking in sight of guests.