Front Desk Agent

Residence Inn Portland/Scarborough • Scarborough, ME

12d • $19 - $20 • Onsite

About The Position

The Front Office Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role responds to guest inquiries, handles reservations and front desk transactions, follows hotel policies and procedures, and supports smooth hotel operations. The position is at the Residence Inn Portland/Scarborough in Scarborough, Maine.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Maintain a warm and friendly demeanor.
• Communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
• Listen effectively, understand concerns, and clarify issues raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Understand and apply complex information and data from various sources to meet objectives.
• Maintain regular attendance in compliance with hotel standards and scheduling needs.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field preferred.
• Customer service experience preferred.

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Collect necessary information when taking room reservations and follow the rate-quoting scenario.
• Maintain familiarity with hospitality terminology and emergency procedures, and assist during emergencies as needed.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift-checklist tasks and duties in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare individual shift-closing paperwork according to hotel standards.
• Maintain and market promotions and guest programs.
• Keep the work area clean.
• Assist guests with safe deposit boxes.
• Maintain regular attendance, proper personal appearance, and grooming, including wearing the required uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Maximize productivity, identify problem areas, and assist with implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving them as necessary.
• Cross-train in other hotel-related areas and perform other duties as requested by management.
• Maintain confidentiality and show initiative by anticipating guest or operational needs.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED