Front Desk Agent

Residence Inn Lynnwood • Lynnwood, WA

14d • Onsite

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 position handles guest inquiries and reservations, follows hotel cash-handling and credit policies, supports hotel programs and promotions, and completes front desk and shift-closing procedures. The agent also maintains a clean work area, communicates with hotel employees, and assists guests with safe deposit boxes and emergency procedures.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Maintain a warm and friendly demeanor.
• Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
• 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.
• Maintain confidentiality of information.

Nice To Haves

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

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other topics.
• Follow cash-handling and credit policies.
• Stay informed about room 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.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate the 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 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.
• Know emergency procedures and assist as needed.
• Maintain regular attendance, personal appearance, grooming, and the required uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Identify problem areas, assist with implementing solutions, and handle problems by anticipating, preventing, identifying, and resolving 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
• 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
• For Washington employees: eight paid holidays per year; up to 20 days of paid vacation per year based on classification and length of service; Paid Sick & Safe Time accrues at one hour per 30 hours worked, with up to 72 hours of unused time carried over between anniversary years

What This Job Offers

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