Front Desk Agent

Home2 Suites by Hilton Lake Mary Orlando • Lake Mary, FL

11d

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 role also supports front desk operations by handling reservations, guest inquiries, payments, reports, and shift duties in accordance with hotel standards.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Maintain a warm and friendly demeanor.
• Effectively communicate verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
• Effectively listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Understand and apply complex information and data from various sources to meet appropriate objectives.

Nice To Haves

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

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other services.
• Follow cash-handling and credit policies.
• Know 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.
• 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.
• Keep the work area clean.
• Assist guests with safe deposit boxes.
• Maintain regular attendance according to scheduling and hotel standards.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Support productivity, identify problem areas, and assist with implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving them as necessary.
• Cross-train in other hotel-related areas and maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Perform other duties as 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 (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, 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