Front Desk Agent

Highgate Hotels • Richmond, VA

1d • 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 handles guest inquiries and reservations, processes arrivals and departures, follows hotel cash-handling and credit policies, and maintains accurate shift paperwork and reports. The agent also supports guest programs and promotions, maintains a clean work area, and follows hotel standards and safety procedures.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Maintain a warm and friendly demeanor.
• Effectively communicate verbally and in writing with employees and guests at all levels in an attentive, courteous, and service-oriented manner.
• 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 topics.
• Follow cash-handling and credit policies.
• Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Obtain necessary information when taking room reservations and follow the rate-quoting process.
• Handle 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 promote guest programs and promotions.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Follow emergency procedures and assist as needed.
• Maintain regular attendance, proper uniform and nametag, and hotel standards for safe and efficient operations.
• Identify problem areas, assist in implementing solutions, and handle problems by anticipating, preventing, identifying, and resolving them.
• Maintain confidentiality, show initiative, and anticipate guest or operational needs.
• Cross-train in other hotel-related areas and 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