Front Desk Agent

Royal Plaza Inc • Marlborough, MA

31d • Onsite

About The Position

The Front Desk Agent is responsible for ensuring guest satisfaction, handling check-ins and check-outs, serving as a concierge, managing guest accounts, taking reservations, and maintaining accurate records. This role requires excellent customer service skills, proficiency in cash handling, and the ability to work in a fast-paced environment. The agent will also coordinate with other departments like housekeeping and engineering, and must be aware of safety and emergency procedures.

Requirements

• High school or equivalent education.
• Previous hotel experience preferred.
• Proficient in handling all aspects of customer relations.
• Accustomed to cash handling procedures.
• Able to work in a fast-paced environment.
• Excellent verbal and listening skills.
• Attention to detail.
• Organization skills.
• Ability to lift 25 pounds.

Nice To Haves

• Previous hotel experience

Responsibilities

• Ensure guest satisfaction at all times.
• Check in arriving guests courteously and efficiently, confirming reservation information and room preferences.
• Inform guests about room location, hotel amenities, and local attractions.
• Assign guest rooms to meet their requests if possible.
• Serve as a Concierge, providing information about the hotel, local restaurants, shopping, and directions.
• Post charges, payments, and adjustments to guest folios, ensuring accuracy.
• Take reservation calls and faxes.
• Maintain accurate records, including updating guest status on room rack, telephone rack, and computer.
• Responsible for daily shift reports and cashing out at the end of the shift.
• Responsible for daily bucket checking and keeping guest accounts up to date.
• Take ownership of guest issues or concerns and resolve them.
• Operate the PBX courteously, connect calls, take messages, ensure wake-up calls, and deliver messages/faxes.
• Use suggestive selling techniques to sell rooms and promote hotel amenities.
• Coordinate room status updates with housekeeping regarding check-ins, check-outs, and special requests.
• Handle same-day reservations, future reservations, changes, cancellations, and room blocks.
• Use proper mail, packaging, and message handling procedures.
• Coordinate guest room maintenance work with the engineering department.
• Know and implement safety and emergency procedures.
• Report any unusual occurrences or requests to the manager.
• Maintain a neat appearance and wear the complete uniform.
• Maintain the cleanliness of the front office area.
• Restock front office supplies as needed and inform the manager when supplies are low.

Benefits

• Group insurance including dental and vision
• Paid time off including vacation days, sick days and holidays
• Referral Bonus
• Hotel Discounts for – You, Your Friends & Your Family

What This Job Offers

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