Front Desk Agent

Highgate Hotels • Lake Mary, FL

10d

About The Position

The Front Desk 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 handles guest inquiries, reservations, front desk transactions, shift paperwork, and related hotel operations. Agents are expected to follow hotel standards, maintain a professional and welcoming demeanor, and support safe, efficient operations.

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, 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 objectives.
• Maintain regular attendance as required by the hotel schedule, which may vary according to hotel needs.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Comply with hotel standards and regulations to encourage safe and efficient operations.

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 local services.
• 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 rate-quoting procedures.
• 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.
• Assist guests with safe deposit boxes.
• Maintain regular attendance, a high standard of personal appearance and grooming, and compliance with hotel standards and regulations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Anticipate, prevent, identify, and resolve problems 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
• 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