Front Desk Agent

The Riverfront Hotel•New Orleans, LA

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The position is at a luxury hotel in New Orleans and includes front desk, guest assistance, reservation, communications, and shift-closing duties.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must communicate effectively, verbally and in writing, with employees and guests at all levels.
Must listen to, understand, and clarify concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must be able to understand and apply complex information from various sources to meet objectives.
Must be able to maintain confidentiality of information.
Must be able to stand for the entire shift.
Must be able to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Must maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Greet and welcome guests at the Front Desk according to hotel standards.
Maintain proper operation of the PBX console, if applicable, and meet hotel standards.
Answer questions about hotel services, facilities, operating hours, restaurants, transportation, entertainment, and other local information in a timely manner.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Gather necessary information when taking room reservations and follow the rate-quoting scenario.
Maintain knowledge of hospitality terminology and emergency procedures, and assist during emergencies as needed.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift-checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean and assist guests with safe deposit boxes.
Attend required hotel meetings and training.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Support productivity, identify problem areas, and assist with implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
Cross-train in other hotel-related areas, maintain confidentiality, and show initiative in anticipating guest or operational needs.
Perform other duties as requested by management.