Front Desk Agent
About The Position
The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role involves handling guest requests and concerns, processing payments, using hotel computer systems, and maintaining a safe, neat front-office environment. The hotel operates 24 hours a day, seven days a week, so shifts may vary in days, start times, and weekly hours. The position requires continuous standing and movement throughout front-office areas, with the ability to remain calm and attentive during busy periods and emergencies.
Requirements
- Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the required knowledge and abilities.
- Skill in using a calculator and performing moderately complex mathematical calculations accurately.
- Ability to handle internal and external customer interactions with patience, tact, and diplomacy, including de-escalating concerns and gathering accurate information.
- Ability to read, listen, and communicate effectively in English, verbally and in writing.
- Ability to access and accurately enter 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 the front office and continuously perform essential job functions; standing is required for 95% of the shift.
- Ability to lift up to 25 pounds and occasionally twist, bend, stoop, reach, stand, and walk.
Nice To Haves
- High school diploma preferred.
- Prior hospitality experience preferred, but not required.
Responsibilities
- Welcome guests promptly and warmly, listen to requests, and provide accurate information about hotel outlets and local attractions.
- Complete guest registration using the computer system, confirm guest and rate information, assign rooms according to guest needs, and prepare electronic keys, certificates, and coupons.
- Verify and imprint credit cards for authorization, handle cash and house-bank balancing, and accept and record vouchers, travelers’ checks, and other payments.
- Post charges to guest rooms and house accounts and close guest accounts at checkout.
- Answer telephone calls, enter and retrieve messages, and communicate messages to guests.
- Retrieve mail, small packages, and facsimiles for guests upon request.
- Address guest dissatisfaction and complaints by researching issues, seeking effective solutions, and escalating matters to a supervisor when appropriate.
- Assist guests with problems such as price conflicts, room-location changes, and heating or air-conditioning issues.
- Keep corridors and service areas neat and assist other Front Desk Personnel as needed.
- 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 and perform other related duties as requested by a supervisor or manager.
Benefits
- 401(k)
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Room discounts
- Employee food and beverage discounts
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
