Front Desk Agent

Highgate Hotels•Denver, CO

12d

About The Position

The Front Desk Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role handles guest inquiries and reservations, operates the Front Desk computer system, completes shift duties and reports, and follows hotel procedures for cash handling, credit, safety, and guest service.

Requirements

High school diploma or equivalent required.
Computer experience required.
Maintain a warm and friendly demeanor.
Communicate effectively, both verbally and in writing, with employees and guests at all levels.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Understand and apply complex information and data from various sources to meet objectives.
Maintain confidentiality of information.

Nice To Haves

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

Responsibilities

Answer guest inquiries about restaurants, transportation, entertainment, and other matters.
Follow cash-handling and credit policies.
Know rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain required information when taking room reservations and follow rate-quoting procedures.
Handle guest check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with 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 individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area.
Assist guests with safe deposit boxes.
Maintain regular attendance, personal appearance, and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Identify problem areas and assist in implementing solutions; anticipate, prevent, identify, and resolve problems.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.