Front Desk Agent, Old Edwards Inn

OLD EDWARDS HOSPITALITY GROUP•Highlands, NC

About The Position

The Front Desk Agent regularly interacts with guests and is responsible for checking guests in and out using the hotel system, performing concierge duties, and making and altering reservations. The agent is readily available and eager to assist guests with inquiries, issues, and conversations. The role also involves providing property information, addressing guest concerns, and maintaining accurate guest information. Confidentiality is required at all times. Other duties and responsibilities may be assigned at the discretion of the front desk supervisor.

Requirements

Prior work experience as a front desk agent is preferred.
Hands-on experience with office machines, including computers, fax machines, and printers.
Thorough knowledge of customer service.
Multitasking, organizational, and problem-solving skills.
Valid driver’s license and clean driving record.
Proficient in spoken and written English.
Customer service and problem-resolution orientation.
Ability to apply common-sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several variables.

Nice To Haves

A college degree in a hospitality-related field is preferred but not required.
Additional related certifications are preferred but not required.
A second language is helpful.
Prior work experience as a front desk agent is preferred.

Responsibilities

Perform guest check-ins, property orientations, and check-outs.
Respond to guest inquiries and deliver items to guest rooms.
Address billing inquiries.
Receive and appropriately address guest complaints using the PRL (Prompt Response Log) and GPR (Guest Problem Resolution) systems, involving management when necessary.
Perform opening and closing checklists.
Receive and pass on pertinent information from shift to shift.
Analyze guest information and ensure its accuracy consistently and proactively.
Learn and understand information about on-property events, operating hours for Old Edwards outlets, and transportation schedules.
Know the town of Highlands and assist guests with recommendations, general information, and reservations.
Maintain confidentiality at all times.
Perform other duties and responsibilities assigned by the front desk supervisor.