Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Jacksonville, FL

10d•Onsite

About The Position

The Front Desk Agent greets and registers 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 requires a flexible schedule, including availability on Fridays, Saturdays, and Sundays, and the ability to work both morning and evening shifts. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary. The position involves using computer systems to manage guest registrations, room assignments, electronic keys, payments, charges, and messages. Agents respond to guest questions and complaints, research issues, and work to resolve them within established guidelines. The role also includes maintaining clean service areas, following company and safety procedures, and assisting other Front Desk Personnel as needed.

Requirements

Availability to work Fridays, Saturdays, and Sundays.
Availability to work both morning and evening shifts.
Ability to stand and move throughout the front office while continuously performing essential job functions.
Ability to use a calculator and accurately perform moderately complex mathematical calculations.
Ability to deal effectively with internal and external customers, including situations requiring patience, tact, diplomacy, conflict resolution, and accurate information gathering.
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.
High school diploma preferred; equivalent combinations of education, training, or experience may provide the required knowledge and abilities.

Nice To Haves

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

Responsibilities

Greet guests promptly with a friendly and sincere welcome.
Listen to guest requests, provide appropriate assistance, and share accurate information about hotel outlets and local attractions.
Complete guest registration and retrieve or enter information in the computer system, including guest counts and room rates.
Select rooms based on guest needs and code electronic keys, certificates, and coupons as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash, make change, and balance the assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform moderately complex arithmetic functions and post charges to guest rooms and house accounts.
Answer the telephone, enter and retrieve messages, and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and help ensure guest satisfaction.
Research and attempt to resolve guest dissatisfaction and complaints, including price conflicts, location changes, credit issues, and heating or air-conditioning concerns; refer issues to a supervisor when appropriate.
Remain calm and alert during emergencies and periods of heavy hotel activity.
Keep corridors and service areas neat.
Follow company policies and safety and security procedures, including fire prevention and emergency procedures, and 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 and perform related duties as requested by a supervisor or manager.