Front Desk Agent

Royal Plaza Inc•Waltham, MA

10d

About The Position

The Front Desk Agent supports guest satisfaction by welcoming and checking in guests, confirming reservation details and room preferences, assigning rooms when possible, and explaining hotel amenities and locations. The agent also assists guests with local information, handles reservations and guest communications, processes folio charges and payments, maintains accurate records, and resolves guest concerns. The role coordinates with housekeeping and engineering, follows hotel accounting and safety procedures, and maintains an orderly front office and professional appearance.

Requirements

High school education or equivalent.
Proficiency in handling all aspects of customer relations.
Familiarity with cash-handling procedures.
Ability to work in a fast-paced environment.
Excellent verbal and listening skills, attention to detail, and organization.
Ability to write and type, perform repetitive motions, stand for long periods, walk, sit, and lift 25 pounds.

Responsibilities

Ensure guest satisfaction at all times.
Check in arriving guests courteously and efficiently, confirm reservation information and room preferences, and use the guest’s name at least twice during check-in.
Inform guests about their room location, pool, fitness rooms, restaurant locations, and other relevant hotel information.
Assign guest rooms to meet requests when possible.
Provide concierge assistance and information about the hotel, amenities, local restaurants, shopping, and directions.
Post charges, payments, and adjustments to guest folios and follow guest accounting procedures to ensure payment and account information are accurate.
Take reservation calls and faxes for incoming guests, including same-day and future reservations, changes, cancellations, and room blocks.
Maintain accurate clerical records, including guest status on the room rack, telephone rack, and computer.
Prepare daily shift reports and cash out at the end of the shift.
Perform daily bucket checks and keep guest accounts up to date.
Take ownership of guest issues and resolve them with or without management assistance.
Operate the PBX courteously; connect callers to rooms, take accurate messages, arrange wake-up calls, and ensure guests receive messages and faxes.
Use suggestive selling when making reservations, including upselling suites and promoting hotel amenities.
Coordinate room-status updates with housekeeping for early check-ins, late check-outs, special requests, and partial stays.
Follow procedures for issuing and closing safe-deposit boxes.
Follow proper mail, packaging, and message-handling procedures.
Coordinate guest-room maintenance work with the engineering department.
Know and follow safety and emergency procedures.
Read the log book at the start of the shift and record important information for the next shift.
Report unusual occurrences or requests to the manager.
Adapt to shift changes when business demands require it.
Maintain a neat appearance, wear the complete uniform, and keep the front office clean.
Restock front-office supplies as needed and notify the manager when supplies are low.