Front Desk Agent

Highgate Hotels • Scarborough, ME

11d • Onsite

About The Position

The Front Desk Agent is responsible for providing attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role is at Residence Inn Portland/Scarborough in Scarborough, Maine.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must communicate effectively, verbally and in writing, with employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must listen effectively, understand concerns, and clarify issues raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be able to understand and apply complex information and data from various sources to meet objectives.
• Must maintain a warm and friendly demeanor and approach interactions with guests and employees in an attentive, courteous, and service-oriented manner.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field is preferred.
• Customer service experience is preferred.

Responsibilities

• Answer guest inquiries about restaurants, transportation, entertainment, and other local services.
• Follow cash-handling and credit policies.
• Know the rates, packages, special promotions, in-house groups, and closed or restricted dates.
• Obtain necessary information for room reservations and follow the rate-quoting process.
• Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift-checklist tasks and duties in a timely and efficient manner.
• Complete bucket checks, room-rate verification reports, and housekeeping reports.
• Balance and prepare paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Keep the work area clean.
• Assist guests with safe deposit boxes.
• Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Work toward productivity, identify problem areas, and help implement solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them as needed.
• Cross-train in other hotel-related areas and maintain the confidentiality of information.
• Show initiative by anticipating guest and operational needs.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

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