Front Desk Agent

Ideal Hospitality • Wilmington, NC

2h

About The Position

As a Front Desk Agent at Home2 Suites - Wilmington, you will be the first point of contact for our guests, responsible for providing exceptional customer service and ensuring a seamless check-in and check-out process. Your role will involve managing reservations, handling guest inquiries, and addressing any issues to enhance the overall guest experience. We are looking for a friendly, detail-oriented individual with excellent communication skills and a passion for hospitality.
Key Responsibilities:
Guest Check-In and Check-Out:
Greet guests warmly upon arrival and assist with the check-in process, including verifying reservations and providing room keys.
Handle check-out procedures, including processing payments, reviewing guest accounts, and addressing any final requests or concerns.
Reservation Management:
Manage room reservations, including booking, modifying, and canceling reservations as needed.
Assist with room assignments and ensure that guests are accommodated according to their preferences and needs.
Guest Services:
Address and resolve guest inquiries, requests, and complaints in a timely and professional manner.
Provide information about the hotel’s amenities, local attractions, and dining options to enhance the guest experience.
Administrative Tasks:
Maintain accurate records of guest information, reservations, and billing.
Process and file guest registration cards and other documentation as required.
Handle phone calls, emails, and other correspondence related to guest services and reservations.
Collaboration:
Work closely with housekeeping and maintenance departments to ensure that guest requests and needs are met promptly.
Communicate any special guest requests or issues to relevant departments to facilitate a seamless guest experience.
Security and Safety:
Monitor the hotel’s security systems and report any unusual activities or safety concerns to management.
Ensure that guests’ personal information and privacy are protected at all times.
Problem-Solving:
Handle guest complaints and issues with empathy and efficiency, striving to resolve problems and ensure guest satisfaction.
Make decisions and take action to address any unexpected situations or emergencies.

Requirements

• High school diploma or equivalent required; additional education or training in hospitality or customer service is a plus.
• Previous experience in a front desk or customer service role preferred but not required.
• Excellent communication and interpersonal skills with a friendly and professional demeanor.
• Strong organizational and multitasking abilities.
• Proficiency in computer systems and hotel management software.
• Ability to work efficiently under pressure and handle a variety of tasks simultaneously.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Responsibilities

• Greet guests warmly upon arrival and assist with the check-in process, including verifying reservations and providing room keys.
• Handle check-out procedures, including processing payments, reviewing guest accounts, and addressing any final requests or concerns.
• Manage room reservations, including booking, modifying, and canceling reservations as needed.
• Assist with room assignments and ensure that guests are accommodated according to their preferences and needs.
• Address and resolve guest inquiries, requests, and complaints in a timely and professional manner.
• Provide information about the hotel’s amenities, local attractions, and dining options to enhance the guest experience.
• Maintain accurate records of guest information, reservations, and billing.
• Process and file guest registration cards and other documentation as required.
• Handle phone calls, emails, and other correspondence related to guest services and reservations.
• Work closely with housekeeping and maintenance departments to ensure that guest requests and needs are met promptly.
• Communicate any special guest requests or issues to relevant departments to facilitate a seamless guest experience.
• Monitor the hotel’s security systems and report any unusual activities or safety concerns to management.
• Ensure that guests’ personal information and privacy are protected at all times.
• Handle guest complaints and issues with empathy and efficiency, striving to resolve problems and ensure guest satisfaction.
• Make decisions and take action to address any unexpected situations or emergencies.

What This Job Offers

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