Front Desk Agent

Sage Hospitality Group•Fort Collins, CO

12d•Onsite

About The Position

The Front Desk Agent responds professionally and courteously to arriving, departing, and in-house guests by providing accurate, timely information and services. The role handles telephone and in-person inquiries about reservations, hotel information, and guest concerns. The agent completes guest check-in and check-out, processes payments and guest accounts, accepts reservations, and provides information about hotel and local activities. The position also operates the PBX equipment and maintains responsibility for front-desk cash transactions and the assigned bank.

Requirements

High school diploma or equivalent.
Previous front desk or hotel experience required.
High school graduate-level mathematical aptitude; knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in oral and written English.
Tact and understanding when handling varied customer service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly when performing multiple tasks.
Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards for cash handling and paperwork; follow verbal and written instructions; manage multiple tasks; and communicate verbally and in writing.
Ability to stand for 90% of the shift, repeatedly bend and kneel while filing, reach all areas of the hotel to assist clients, and occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

Greet arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest departures by following check-out procedures, closing guest accounts, and preparing rooms for the next sale.
Calculate and post payments, receipts, guest accounts, and other forms of credit using proper cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone; accurately communicate hotel rates and information and use suggestive selling techniques to increase room sales, occupancy, and revenue.
Maintain good customer relations by staying informed about hotel and area functions and responding knowledgeably to guest questions and concerns.
Operate PBX equipment to accept incoming calls, assist outgoing calls, schedule and set wake-up calls, and page guests.
Control cash transactions at the front desk and maintain responsibility for the personal bank as specified by hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.

Benefits

Medical, dental, and vision insurance.
Health savings and flexible spending accounts.
Basic life and AD&D insurance.
Paid time off for vacation, sick time, and holidays.
Eligibility to participate in the Company’s 401(k) program with employer matching.
Employee Assistance Program.
Tuition reimbursement.
Discounts on hotels, restaurants, and more.
Eligibility to participate in the Employee Referral Bonus Program, with up to $1,000 per referral.
Flexible scheduling designed to support work-life balance.
Mentorship, cross-functional learning, and internal advancement opportunities.
Wellness resources.
Team meals and employee recognition programs.
Opportunities to give back through the company’s community-impact efforts.