Front Desk Agent (Full-Time) - The Ben Hotel
About The Position
The Front Desk Agent is the face of the guest experience, creating welcoming first impressions and ensuring arrivals, interactions, and departures reflect luxury hospitality standards. The role includes completing check-ins and check-outs, handling guest accounts and payments, responding to inquiries, accepting reservations, and providing information about hotel and local activities. The agent uses personalized service, thoughtful recommendations, attention to detail, and suggestive selling to anticipate guest needs, support hotel revenue, and create memorable experiences. Success requires a passion for hospitality, strong communication skills, organization, and composure in a fast-paced environment.
Requirements
- High school diploma or equivalent.
- Previous customer service hotel experience.
- High school graduate-level mathematical aptitude.
- Knowledge of standard cash-handling procedures and computerized cash register systems.
- Experience dealing directly with the public and general knowledge of basic customer service skills.
- Fluency in oral and written English.
- Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
- Strong organizational skills and attention to written and verbal details, particularly while performing multiple tasks.
- Ability to read written communications and a monochrome computer screen.
- Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
- Ability to understand and follow verbal and written instructions, work on more than one task at a time, and communicate verbally and in writing.
Nice To Haves
- Luxury hotel experience.
Responsibilities
- Greet arriving guests and complete established check-in procedures using manual and computerized methods.
- Facilitate guest check-outs using established procedures, close guest accounts, and make rooms available for sale.
- Calculate and post payments, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
- Answer inquiries and accept reservations in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques.
- Maintain customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns in person and by telephone.
- Operate PBX equipment, accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests.
- Control front desk cash transactions and maintain responsibility for a personal bank according to hotel bank agreement policy.
- Maintain a friendly, cheerful, and courteous demeanor.
Benefits
- Medical, dental, and vision insurance
- Health savings and flexible spending accounts
- Basic Life and AD&D insurance
- Accrued paid time off
- Community Service and Holidays
- 401(k) program with employer matching
- Employee Assistance Program
- Tuition reimbursement
- Hotel, restaurant, and lifestyle discounts
- Employee referral bonus program (up to $500 per referral)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
