Front Desk Agent

Residence Inn/SpringHill Suites Indianapolis • Indianapolis, IN

1d

About The Position

The Front Desk Agent provides exceptional service to hotel guests throughout their stay. The role focuses on welcoming guests, facilitating smooth check-ins and check-outs, and addressing guest questions and concerns in a friendly and efficient manner. The agent also supports reservations, payments, transportation, guest requests, and hotel operations while following company procedures and security policies.

The position requires a neat, clean, and well-groomed appearance, a positive and cooperative attitude, and effective communication with coworkers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This description summarizes primary responsibilities and qualifications and may not include all duties or qualifications required now or in the future.

Requirements

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

• Prior experience in a customer service role is preferred.

Responsibilities

• Greet and welcome guests upon arrival, creating a warm and positive first impression.
• Register guests in the hotel system and verify reservation, address, and payment information.
• Promote and enroll guests in the hotel loyalty program and recognize program members.
• Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
• Assist with guest service requests, including issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond to guest complaints, provide solutions, and escalate issues as needed.
• Answer telephone calls courteously and provide accurate information and service.
• Handle reservations efficiently and accurately.
• Assist with hotel shuttle or transportation services.
• Assist guests with luggage upon arrival and departure.
• Provide helpful information about the local area, hotel services, and amenities.
• Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Maintain a positive and cooperative attitude, communicate effectively with coworkers, and contribute to a supportive work environment.
• Handle and account for keys properly.
• Follow emergency procedures and security policies, including protecting the confidentiality of guest room numbers.
• Promote hotel amenities and upgrades to enhance guest experiences and increase revenue.
• Maintain a neat, clean, and well-groomed appearance in accordance with company standards.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Basic Life Insurance and AD&D
• Voluntary Life Insurance
• Voluntary Short-Term Disability
• Voluntary Long-Term Disability
• Critical Illness, Hospital Indemnity, and Accident Plans
• Pet insurance
• 401(k) retirement plan
• Paid Time Off (PTO), available as it is accrued

What This Job Offers

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