Front Desk Agent

Hilton Garden Inn West Little Rock•Little Rock, AR

13h

About The Position

The Front Desk Agent greets guests courteously and efficiently, handles inquiries, checks guests in and out, and reserves rooms. The role provides timely, professional service to guests in person and by telephone, responds to concerns, and supports other departments in serving guests, especially during high-volume periods. Raines is a family-owned, integrated development, management, and investment company established in 1988. The company describes its culture as family-oriented and focused on building relationships with associates, partners, and the communities where it operates. A pre-employment background check is required. Raines is an equal opportunity employer and may provide reasonable accommodations to enable individuals with disabilities to perform essential functions.

Requirements

At least a high school diploma, GED, or equivalent.
Experience in customer service, forward-facing, or other guest-related positions.
Proficiency in Microsoft 365 or similar computer applications.
Successful completion of a pre-employment background check.

Nice To Haves

Experience in the hospitality industry, including hotels, restaurants, or similar settings, in various roles is preferred.

Responsibilities

Provide outstanding customer service and maintain a friendly, professional, cheerful, and courteous demeanor.
Answer inquiries from potential guests and accept hotel reservations accurately.
Resolve guest problems and complaints efficiently, promptly, and with a sense of urgency.
Respond promptly to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Allocate rooms to expected arrivals based on guest preferences and special requests.
Build strong working relationships and coordinate with other departments, including housekeeping and maintenance.
Handle guest phone calls, wake-up calls, and messages promptly, efficiently, and professionally.
Cross-check billing instructions and ensure they are correctly updated.
Handle group arrivals and preregister each guest.
Ensure payments are made or on file for each guest and route group billing correctly.
Complete cash transactions and maintain responsibility for a personal bank.
Read and update the front desk log, whether a book or system.
Follow guest check-in and security procedures and report suspicious activity to security, a manager, or the manager on duty.
Assist other departments in serving guests, especially during high-volume periods.
Attend meetings as required.