Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Scottsdale, AZ

12d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role requires effective communication with guests, accurate processing of reservations and payments, and thoughtful handling of guest requests and complaints. The hotel operates 24 hours a day, seven days a week, so shift days, starting times, and weekly hours may vary. The role involves continual standing and movement throughout the front office. The agent must follow company policies and safety and security procedures, maintain a neat and well-groomed appearance, and assist other front desk personnel as needed.

Requirements

Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge, skills, and abilities.
Ability to use a calculator and perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and vision sufficient to observe and detect signs of emergency situations.
Ability to stand and move throughout the front office and continuously perform essential job functions.
Ability to lift up to 25 pounds.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet guests promptly and warmly, listen to requests, provide accurate information, and respond appropriately.
Complete guest registration by entering and retrieving information in the computer system, confirming guest counts and room rates, and selecting rooms based on guest needs.
Code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization; handle cash, make change, and balance the assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform moderately complex arithmetic and post charges to guest rooms and house accounts.
Answer telephone calls clearly and promptly, enter messages, retrieve messages, and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and confirm guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints within established guidelines, escalating issues to a supervisor when appropriate.
Investigate guest concerns and resolve issues such as room-location changes, credit issues, price conflicts, or insufficient heating and air conditioning.
Remain calm and alert during emergencies and periods of heavy hotel activity, using sound judgment and discretion.
Keep corridors and service areas neat.
Follow company policies, safety and security rules, and fire-prevention and emergency procedures; use protective equipment and report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel and perform related duties as requested by a supervisor or manager.