Front Desk Agent

The Riverfront Hotel•New Orleans, LA

21d

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role is based at a luxury hotel in New Orleans and involves welcoming guests, addressing questions, supporting front desk operations, and following hotel standards and procedures. The agent handles guest communications and requests, check-ins and checkouts, reservations, cash and credit transactions, and shift-related paperwork. The role also requires familiarity with hotel services, rates, promotions, groups, emergency procedures, and the Front Desk computer system. Agents maintain a clean work area, attend required meetings and trainings, and may cross-train in other hotel areas.

Requirements

High School diploma or equivalent required.
Computer experience required.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources.
Ability to maintain confidentiality of information.
Ability to stand throughout the entire shift.
Ability to lift, carry, push, pull, or otherwise move up to 20 pounds occasionally and up to 10 pounds frequently or constantly.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Maintain regular attendance as required by the hotel’s variable scheduling needs.

Nice To Haves

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

Responsibilities

Greet and welcome guests at the Front Desk in accordance with hotel standards.
Maintain the PBX console when applicable and meet hotel operating standards.
Answer questions about hotel services, facilities, and hours of operation in a timely manner.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Provide information about restaurants, transportation, entertainment, and other local services.
Follow cash-handling and credit policies.
Stay informed about rates, packages, promotions, in-house groups, and closed-out or restricted dates.
Gather required information for room reservations and follow the rate-quoting scenario.
Maintain knowledge of hospitality terminology and emergency procedures, and assist as needed.
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 duties in a timely and efficient manner.
Complete bucket checks, room-rate verification reports, and housekeeping reports.
Balance and prepare paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean.
Assist guests with safe deposit boxes.
Attend required hotel meetings and trainings.
Maintain regular attendance, professional appearance and grooming, and the required 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 solve problems as needed.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest and operational needs.
Perform other duties as requested by management.