Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Pompano Beach, FL

15d•Onsite

About The Position

Greets and registers hotel guests, provides prompt and courteous service, and closes guest accounts at checkout while helping ensure an exceptional stay that meets the hotel’s quality standards. The role involves guest service, registration and payment processing, telephone and message handling, responding to complaints, and maintaining a safe and orderly front desk environment. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary.

Requirements

Education, training, and experience equivalent to high school graduation, or another combination that provides the required knowledge, skills, and abilities.
Ability to use a calculator and perform moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including showing patience, tact, and diplomacy when defusing anger, collecting information, and resolving conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front-office areas and continuously perform essential job functions.
Ability to lift up to 25 pounds.

Nice To Haves

High school diploma preferred.
Prior hospitality experience preferred, but not required.

Responsibilities

Greet guests promptly and warmly, listen to their requests, provide accurate information, and take appropriate action.
Complete guest registration using the computer system, confirm guest and room-rate details, select rooms based on guest needs, and code electronic keys, certificates, and coupons as appropriate.
Verify and process credit cards, handle cash and make change, balance the assigned house bank, and accept and record vouchers, travelers’ checks, and other payment forms.
Perform moderately complex arithmetic accurately and post charges to guest rooms and house accounts.
Answer telephone calls clearly and positively, enter messages into the computer, and retrieve and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints within established guidelines, escalating issues to a supervisor when appropriate.
Investigate and resolve guest concerns, including room-location changes, credit issues, price conflicts, and heating or air-conditioning problems.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use sound judgment and discretion.
Keep corridors and service areas neat.
Follow company policies, safety and security rules, fire-prevention and emergency procedures, and protective-equipment requirements; report unsafe conditions, accidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance.
Assist other Front Desk Personnel as needed and perform related duties requested by a supervisor or manager.