Front Desk Agent

Gulph Creek Hotels•Oak Bluffs, MA

12h•Onsite

About The Position

The Front Desk Agent is responsible for upholding guest service as the core principle of the hotel's operations. This role involves directly interacting with guests, managing reservations, check-ins, and check-outs, and efficiently addressing all guest requests and needs. The agent will provide information about hotel services and local attractions, maintain accurate guest records in the property management system, and handle financial transactions including collections and account balancing. Effective communication with both guests and other hotel departments (Housekeeping, Security, Maintenance) is crucial to ensure smooth operations and consistent guest satisfaction. The position also requires adherence to company policies regarding attendance, appearance, and safety standards.

Requirements

High School diploma or equivalent
Relative experience in customer service
Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

Responsibilities

Maintains guest service as the driving philosophy of the operation
Personally, demonstrates a commitment to guest service in responding promptly to guests’ needs
Committed to making every guest is satisfied
Meets or exceeds guest satisfaction measures
Ensures hotel standards and services contribute to the delivery of consistent guest service
Implements and practices guest service initiatives and performs to Gulph Creek Hotel Standards
Greet all guests (internal and external)
Process guest reservations, registration (check-in) and departures (check-outs)
Offer guest assistance at every opportunity
Respond to all guest requests efficiently
Ensure guest satisfaction by following through on requests and other needs
Provide information to guests about hotel policies, services and amenities
Provide information, directions and other assistance as necessary about the local area
Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
Handles collection efforts of all in-house balances and notifies management of potential liabilities
Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned
Maintain daily logs and checklists
Effectively communicate all pertinent information to other employees within the department
Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc) regarding room status/availability, guest requests, etc.
Comply with all standards and regulations to encourage safe and efficient hotel operations
Maintain regular attendance in compliance with company policy
Maintain high standards of personal appearance and grooming in accordance with company policy
Approach all encounters with guests and employees in a friendly, service-oriented manner
Maintain and organize work area regularly
Other duties as required