Front Desk Agent

EOS•Portland, ME

11d•Onsite

About The Position

The Press Hotel in Portland, Maine, is hiring a Front Desk Agent (also referred to as a Guest Service Agent) to provide professional, hospitable service to guests and support front desk and hotel operations. The agent welcomes guests, handles telephone inquiries, checks guests in and out, verifies identification and payment methods, issues keys, explains property information and charges, and helps guests with luggage and other needs. The role also monitors guest accounts, processes payments, manages room assignments and availability, reviews daily reports, and coordinates with housekeeping, maintenance, drivers, concierge, restaurants, events, and centralized reservations. The agent handles guest messages, packages, mail, reservations, lost and found, valuables, keys, cash banks, and incoming revenue in accordance with hotel procedures. Additional duties include maintaining lobby and front desk areas, replenishing beverage and snack stations, preparing event spaces and signage, assisting with inventory and orders, reviewing and delivering guest amenities, setting up lobby coffee and tea service, and maintaining fires in guest fireplaces and outdoor fire pits. The position also supports training new staff as requested. The Press Hotel is a historic property in Portland that offers more than 100 guest rooms, the Union restaurant, the Inkwell lobby cafe and bar, and meeting and event spaces. The hotel is owned and managed by EOS Hospitality.

Requirements

At least 1 year of direct customer service experience; hotel or lodging experience is highly preferred.
High school diploma or GED.
Proficiency with computers and ability to learn technical systems.
Strong understanding of lodging operations, reservations, and appropriate guest-service etiquette.
Successful completion of a satisfactory background check.
Natural leadership qualities and a positive, team-focused attitude.
Availability and willingness to work flexible hours based on business needs, including weekdays and weekends.
Strong communication, organizational, and problem-solving skills.
Enthusiasm for the role and passion for guest-service excellence.
Ability to prioritize, delegate, and respond in a timely manner.
Ability to work under pressure, multitask, and stay focused while maintaining hospitality.

Nice To Haves

Hotel or lodging environment experience is highly preferred.

Responsibilities

Provide telephone services for guests, vendors, and incoming inquiries, directing calls to the appropriate personnel.
Follow provided KRC service scripts when interacting with guests in person or by phone; greet guests professionally and courteously and engage to address their needs.
Build welcome packets, issue keys, direct arriving guests, check guests in, and communicate relevant property and area information.
Verify guest identification and payment methods at check-in and as needed for room-key requests; complete payment authorizations and checkout processing.
Explain parking options, property events, guest charges, and fees; monitor guest accounts and post charges, including restaurant and group-event charges.
Review guest accounts and charges at checkout, print final folios or invoices, collect final payment, and answer billing questions.
Monitor reservations, assign rooms in the guest services system, track room availability, inspect guest rooms for arrivals, and review daily in-house, arrival, and departure reports.
Notify housekeeping when rooms are vacated and ready for cleaning, and coordinate with other departments on guest-reported maintenance or housekeeping issues.
Use Whistle to submit maintenance tickets and monitor cross-departmental communication during the shift.
Receive and expedite guest messages, packages, and mail; make and confirm phone reservations when staffing allows and the reservations department is unavailable.
Coordinate with centralized reservations regarding deposits, specialty reservations, VIPs, and groups; communicate with departments by email and Microsoft Teams.
Answer questions about hotel services, guest registration, shopping, dining, entertainment, and travel directions; coordinate with the concierge when appropriate.
Monitor completion of daily Front Office shift reports and communications.
Maintain the lobby, sitting areas, and front desk, keeping beverage and snack stations replenished and clean; address waste, newspapers, brochures, and other untidiness.
Set up event signage and prepare areas for programming and functions.
Assist the Guest Service Manager with inventory of breakfast and housekeeping dry goods, ordering, and putting away orders.
Handle lost-and-found inquiries according to guidelines and coordinate with housekeeping to log and return items promptly.
Secure guests’ valuables in hotel safes or safe-deposit boxes upon request; safeguard and issue managerial keys.
Safeguard department banks and cash drawers, count the bank with a witness at shift turnover, keep cash and bank keys secure, and post and deposit incoming revenue each shift.
Assist in training new staff as requested.
Review amenity orders for incoming arrivals and deliver amenities to guest rooms as required.
Set up daily continental-style lobby coffee and tea service.
Build and maintain controlled fires in guest fireplaces and outdoor fire pits.
Assist guests with luggage and work closely with drivers and other front desk agents to support the guest experience.

Benefits

Dedicated employee parking lot pass with company contribution for full-time employees; fully funded for salaried managers.
Employer-subsidized medical, dental, and vision insurance.
Company-funded $25,000 in complimentary life insurance and $1,000 per month in disability coverage.
Optional disability, life and AD&D, critical illness, and accident insurance.
Prescription and gym membership discounts.
Paid Time Off package including employer-paid leave and immediate paid vacation accruals.
Family Matters Program offering 10+ weeks of fully paid parental leave for new parents.
401(k) employer match up to 4% of salary.
Competitive wages with annual performance evaluations and compensation adjustments.
Discounted employee and immediate family hotel rates at EOS Hospitality portfolio locations, as low as $59 per night.
50% food and beverage discount at EOS Hospitality portfolio locations.
Discounted lodging rates through New England Inn & Resort Association partners.
Professional growth and development pathways, including training and tuition reimbursement.
Incentive opportunities for hourly and managerial roles.
Company-funded Employee Assistance Program for life and mental health resources.
Additional health and wellness benefits.
Supportive, open workplace culture.
Competitive wages of $20–$22 per hour based on experience.