Front Desk Agent

Aloft West Chester•West Chester Township, OH

18d

About The Position

The Front Desk Agent provides exceptional guest service throughout each guest’s stay. The role focuses on welcoming guests, facilitating smooth check-ins and check-outs, and responding to guest questions and issues in a friendly and efficient manner. The position pays $15.00 per hour, based on experience and qualifications. The agent performs front desk, guest-service, payment, reservation, transportation, and administrative duties while following company procedures and hotel security policies. The position requires a neat, clean, and well-groomed appearance, effective communication and teamwork, and a positive, cooperative attitude. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional tasks may be assigned by the General Manager. Benefits eligibility depends on employment status; full details are shared during the first 30 days. Ivy Hospitality is an equal opportunity employer committed to inclusion and diversity and participates in E-Verify.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to lift up to 15 lbs on occasion.
Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

Prior experience in a customer service role is preferred.

Responsibilities

Greet and welcome guests upon arrival, creating a warm and positive first impression.
Register guests in the hotel system and verify reservation details, address, and payment information.
Promote and enroll guests in the hotel loyalty program and recognize program members and their benefits.
Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
Assist with guest service requests, including issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
Respond promptly and effectively to guest complaints, resolve issues, and escalate them when necessary.
Answer telephone calls courteously and provide accurate information and service.
Handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services and provide timely, courteous service.
Assist guests with luggage upon arrival and departure.
Provide helpful information about the local area, hotel services, and amenities.
Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
Be aware of and prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Communicate effectively with coworkers and contribute to a supportive team environment.
Handle and account for keys properly.
Follow emergency procedures and security policies, and protect the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to enhance guest experiences and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.