Front Desk Agent

Sage Hospitality Group • Philadelphia, PA

13d • Onsite

About The Position

The Front Desk Agent responds professionally and courteously to arriving, departing, and in-house guests by providing accurate, timely information and services. The role handles telephone and in-person inquiries about reservations, hotel information, and guest concerns. Associates help deliver the Logan Hotel’s guest experience through attentive service and personalized support.

Requirements

• High school diploma or equivalent.
• No prior experience required.
• High-school-level mathematical aptitude; knowledge of standard cash-handling procedures and computerized cash-register systems.
• Experience dealing directly with the public and general knowledge of basic customer-service skills.
• Fluency in spoken and written English.
• Ability to use tact and understanding when handling customer-service problems, including stressful and highly emotional situations.
• Strong organization and attention to written and verbal details, particularly while performing multiple tasks.
• Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards; follow verbal and written instructions; manage multiple tasks; and communicate verbally and in writing.
• Ability to stand for most of the shift, bend and kneel repeatedly while filing, reach all areas of the hotel to assist clients, and occasionally carry or lift files and office items weighing up to 25 pounds.

Responsibilities

• Greet arriving guests and complete established check-in procedures using manual and computerized methods.
• Facilitate guest check-out by following established procedures to close guest accounts and prepare rooms for sale.
• Calculate and post payments, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
• Answer inquiries and accept reservations in person and by telephone, communicate hotel rates and information, and use suggestive selling techniques to increase room sales, occupancy, and revenue.
• Maintain good customer relations by staying informed about hotel and area functions and responding knowledgeably to questions and concerns.
• Operate PBX equipment to handle incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests.
• Control front-desk cash transactions and maintain responsibility for a personal bank according to hotel bank agreement policy.
• Maintain a friendly, cheerful, and courteous demeanor.

What This Job Offers

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