Front Desk Agent

Aloft West Chester•West Chester Township, OH

19d

About The Position

The Front Desk Agent provides exceptional service to hotel guests throughout their stay. The role focuses on welcoming guests, ensuring smooth check-ins and check-outs, and responding to guest questions and concerns in a friendly and efficient manner. The agent also supports hotel operations by managing payments, reservations, guest requests, transportation assistance, and adherence to security and emergency procedures. The position requires a neat, well-groomed appearance and a positive, cooperative approach to teamwork. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Basic computer skills.
Knowledge of the hotel, its services, and the surrounding area.
Ability to stand for extended periods, up to 8 hours.
Ability to lift up to 15 lbs on occasion.
Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Nice To Haves

Prior experience in a customer service role.

Responsibilities

Greet and welcome guests upon arrival and create a positive first impression.
Register guests in the hotel system and verify reservation details, addresses, and payment information.
Promote and enroll guests in the hotel loyalty program and recognize members and their benefits.
Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
Assist guests with service requests, including issuing keys, managing safety deposit boxes, and posting miscellaneous charges.
Respond to guest complaints, provide solutions, and escalate issues when necessary.
Answer telephone calls courteously, provide accurate information, and handle reservations efficiently and accurately.
Assist with hotel shuttle or transportation services.
Assist guests with luggage upon arrival and departure.
Provide helpful information about the local area, hotel services, and amenities.
Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
Be aware of and prepare for incoming VIP guests.
Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
Maintain a positive, cooperative attitude, communicate effectively with coworkers, and contribute to a supportive work environment.
Handle and account for keys properly.
Follow emergency procedures and security policies, and protect the confidentiality of guest room numbers.
Promote hotel amenities and upgrades to enhance the guest experience and increase revenue.
Maintain a neat, clean, and well-groomed appearance in accordance with company standards.