Front Desk Agent

Jiten Hotel Management Inc•Walpole, MA

18d

About The Position

The Front Desk Agent provides professional, high-quality service to hotel guests throughout their stay. The role includes greeting and registering guests, assigning rooms while accommodating special requests when possible, assisting with pre-registration and reservation blocking, handling reservations and check-in/check-out, and responding to guest questions and problems. The agent maintains knowledge of hotel operations, rooms, amenities, rates, packages, promotions, services, events, and emergency procedures. The position also involves handling guest payments and accounts, following cash and credit-check procedures, communicating with other shifts and Housekeeping, managing confidential guest messages, and assisting with special service requests such as securing valuables. The agent keeps the front desk and back office clean, follows company policies and hotel procedures, and may perform other duties as assigned. Full-time and part-time shifts are available, with shifts from 7 a.m. to 3 p.m. or 3 p.m. to 11 p.m.; the schedule may include nights, weekends, and holidays.

Requirements

High school diploma or GED required.
Excellent customer service focus.
Pleasant, professional, and helpful demeanor.
Ability to work a flexible schedule that includes nights, weekends, and holidays.
Ability to stand for a significant degree of the workday.
Ability to move luggage or packages weighing up to 30 pounds.

Nice To Haves

Post-high-school education or training preferred.

Responsibilities

Report to work on time in a clean, proper uniform with name tag and meet appearance and grooming standards.
Follow hotel policies, procedures, internal rules, and standards, including cash-handling procedures.
Stay informed about daily hotel operations, events, changes, and procedures by reviewing the daily event sheet and bulletin boards.
Maintain knowledge of room rates, packages, discounts, promotions, guest rooms, amenities, features, and hotel services.
Provide high-quality customer service and assist guests with questions and problems, resolving issues according to established procedures.
Answer phone calls promptly and according to proper telephone etiquette, within three rings.
Greet and register guests, assign rooms while accommodating special requests when possible, and assist with pre-registration and reservation blocking.
Take reservations and follow reservation, cancellation, and walk policies.
Handle guest check-ins and check-outs efficiently and professionally.
Log pertinent information in the Pass On Log for the incoming shift.
Balance cash, checks, and miscellaneous departments at the end of each shift.
Validate credit cards and checks using the specified verification services.
Keep Housekeeping informed of special requests, late check-outs, and areas with special needs.
Receive and transmit guest mail, phone messages, and written messages confidentially.
Answer inquiries about hotel services, shopping, dining, entertainment, and travel directions.
Post charges to guest accounts, collect payments, and make change in accordance with cash procedures.
Handle special service requests, including securing guest valuables in safety deposit boxes.
Maintain knowledge of the hotel's brand priority members program and emergency procedures.
Identify potential sales contacts through guest interactions and report them to the Sales Department.
Move luggage or packages weighing up to 30 pounds.
Keep the front desk, back office, and computer equipment clean, using spare time for cleaning.
Follow company work rules, procedures, and policies, including those in the employee handbook.
Perform other assigned duties the employee is capable of performing.
Remain flexible regarding the work schedule and use the AM, PM, and night daily checklists to support smooth operations.