Front Desk Agent Full Time

COMMONWEALTH LODGING MANAGEMENT LLC•Glen Allen, VA

1d•Onsite

About The Position

The Front Desk Agent is responsible for maintaining knowledge of hotel operations, services, rates, and local attractions to accurately assist guests. Key duties include managing guest arrivals and departures, handling payments, maintaining guest confidentiality, and communicating special requests to other departments. The role also involves monitoring and maintaining the cleanliness of work areas, answering telephones professionally, and assisting in emergency situations to ensure guest and associate safety. Physically, the role requires exerting physical effort in lifting/transporting at least 25 pounds, pushing/pulling carts and other equipment up to 100 pounds, enduring various physical movements throughout the work areas, and standing for up to 8 hours in length. The position operates in variable temperature and noise conditions, both indoors and outdoors, and requires working a varied schedule including nights, weekends, and holidays.

Requirements

High School Graduate or General Education Degree (GED): or Work Equivalent
Computer skills required.
Good understanding of the English language, good communication skills both written and verbal.

Nice To Haves

Familiarity with Microsoft Office preferred.
Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.
Experience with hotel property management systems is preferred.
Previous cash handling experience is preferred.

Responsibilities

Be in proper uniform, with a nametag.
Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
Be familiar with all local attractions/activities to respond to guest inquiries accurately.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Answer telephone within 3 rings, using correct greeting and telephone etiquette.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Verify guest information upon arrival and departure and always maintain guest confidentiality.
Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash).
Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.
Resolve discrepancies on the room status report with Housekeeping.
Maintain all guest information and hotel occupancy status using hotel operating systems.
Accept and record wake up calls, delivering to the right department.
Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency.
Act as quickly and responsibly as possible to return the building to its normal operating status.
Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures, as well as the brand standards, policies and procedures.