Seasonal Front Desk Agent

Pelham Hospitality • Dennis, MA

22h • Onsite

About The Position

The Front Desk Agent serves as the first point of contact for guests, providing a warm and welcoming reception while ensuring seamless check-in, check-out, and overall guest experiences. This role is responsible for providing the highest level of service standards, reservation and billing accuracy, and guest satisfaction, including concierge-level recommendations and assistance. The agent will maintain thorough knowledge of the Pelham Hospitality portfolio of resorts, restaurants, hours of operation, and amenities, as well as local area attractions. They will liaise with housekeeping staff to ensure all rooms are clean and ready to accommodate guests' needs and are expected to promote a positive work environment and maintain exemplary morale as a member of the Pelham Hospitality Leadership Team.

Requirements

• Ability to master all reservation/communication/reporting systems.
• Ability to work accurately and independently.
• Ability to effectively communicate with all Pelham Hospitality Departments.
• Strong communication and interpersonal skills, with a welcoming and professional demeanor.
• Excellent problem-solving abilities and the capacity to remain calm under pressure.
• Familiarity with property management systems (PMS) and reservation software.
• Basic math skills for processing payments and maintaining financial records.
• Proficiency in using office software such as Microsoft Word, Excel, and email.
• Knowledge of local attractions, activities, and services to assist guests effectively.
• High school diploma or equivalent.

Nice To Haves

• Multilingual skills may be advantageous in catering to diverse guest needs.
• Hospitality or customer service training is a plus.
• Previous experience in a similar role at a resort, hotel, or upscale establishment is preferred.

Responsibilities

• Providing the highest level of service standards, reservation and billing accuracy and guest satisfaction-including concierge level recommendations/assistance.
• Maintain thorough knowledge of the Pelham Hospitality portfolio of resorts/restaurants/hours of operation/amenities.
• Maintain thorough knowledge of Cape Cod/local area/places to go/things to do.
• Liaise with housekeeping staff to ensure all rooms are clean and ready to accommodate guests' needs.
• Promote a positive work environment and maintain exemplary morale as a member of the Pelham Hospitality Leadership Team.
• Greet guests upon arrival with a friendly and welcoming attitude, providing an excellent first impression.
• Assist guests with check-in and check-out procedures, verifying reservations, and processing payments accurately.
• Address guest inquiries, requests, and concerns promptly and effectively.
• Manage and update room reservations using the resort's property management system (PMS).
• Ensure accuracy of guest information, preferences, and special requests.
• Provide clear and accurate information about the resort's facilities, amenities, services, and local attractions.
• Offer recommendations for dining options, recreational activities, and entertainment.
• Handle guest complaints and issues professionally, aiming to resolve them promptly and to the guest's satisfaction.
• Escalate complex matters to supervisors or management as needed.
• Assist guests in arranging transportation, tours, restaurant reservations, spa appointments, and other special services.
• Provide guests with directions and information about nearby points of interest.
• Process guest payments, including room charges, deposits, and incidentals, accurately and securely.
• Balance cash drawers and perform other financial transactions in compliance with resort policies.
• Handle multiple tasks simultaneously, such as answering phone calls, responding to emails, and assisting guests at the front desk.
• Maintain organized records, including guest information, requests, and transactions.
• Maintain knowledge of the resort's emergency procedures and protocols.
• Assist guests during emergency situations, providing information and support.
• Communicate effectively with housekeeping, maintenance, and other departments to coordinate guest services and room availability.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees