Front Desk Agent

COMMONWEALTH LODGING MANAGEMENT LLC•Norfolk, VA

2d•$16 - $16•Onsite

About The Position

The Front Desk Agent is responsible for providing excellent customer service to guests, managing check-ins and check-outs, and ensuring a smooth and efficient operation of the front desk. This role requires maintaining knowledge of hotel services, local attractions, and operating hotel systems. The agent must handle payments accurately, assist with emergencies, and adhere to all hotel and brand policies and procedures. This job description provides a general overview of expectations, not an exhaustive list of duties.

Requirements

High School Graduate or General Education Degree (GED): or Work Equivalent
Computer skills required.
Good understanding of the English language, good communication skills both written and verbal.

Nice To Haves

Familiarity with Microsoft Office preferred.
Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.
Experience with hotel property management systems is preferred.
Previous cash handling experience is preferred.

Responsibilities

Be in proper uniform, with a nametag.
Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
Be familiar with all local attractions/activities to respond to guest inquiries accurately.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Answer telephone within 3 rings, using correct greeting and telephone etiquette.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Verify guest information upon arrival and departure and always maintain guest confidentiality.
Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash).
Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.
Resolve discrepancies on the room status report with Housekeeping.
Maintain all guest information and hotel occupancy status using hotel operating systems.
Accept and record wake up calls, delivering to the right department.
Assist in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency.
Act as quickly and responsibly as possible to return the building to its normal operating status.
Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures.
Responsible for knowing and abiding by the brand standards, policies and procedures.