Front Desk Agent - FT

DRIFTWOOD HOSPITALITY MANAGEMENT•Orlando, FL

12d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout. The role helps ensure guests have an exceptional stay and that the hotel’s quality standards are met. Duties include handling guest requests and complaints, processing payments and room charges, and communicating accurate information about hotel services and local attractions. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary with operational demands.

Requirements

High school graduation or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities; a high school diploma is preferred.
Skill using a calculator and performing moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to gather accurate information and resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk; frequent talking, hearing, seeing, and smiling.

Nice To Haves

Prior hospitality experience is preferred but not required.
High school diploma preferred.

Responsibilities

Greet guests promptly and warmly, listen to requests, and provide appropriate assistance and accurate information.
Complete guest registration in the computer system, confirm guest and rate details, select appropriate rooms, and code electronic keys, certificates, and coupons.
Verify and imprint credit cards for authorization; handle cash, make change, balance the assigned house bank, and accept and record vouchers, travelers’ checks, and other payments.
Perform moderately complex arithmetic calculations and post charges to guest rooms and house accounts.
Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests as requested.
Close guest accounts at checkout and confirm guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints, including price conflicts, room-location changes, credit issues, and heating or air-conditioning problems; refer matters to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of heavy hotel activity, using judgment and discretion to plan and carry out detailed steps.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures, know fire-prevention and emergency procedures, use protective equipment, and report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance.
Assist other front desk personnel as needed and perform related duties requested by a supervisor or manager.