Front Office Agent

EOS Hospitality•Kennebunkport, ME

2d•$20 - $25

About The Position

The Cape Arundel Inn & Resort is hiring guest-focused Front Desk Agents for part-time and full-time opportunities. The role centers on welcoming guests, answering questions, anticipating their needs, and creating memorable hospitality experiences. Candidates should be flexible, personable, and ready to go above and beyond for guests. Front Office Agents provide telephone and in-person guest services; manage check-in, check-out, reservations, room assignments, guest accounts, and payments; coordinate with housekeeping and other departments; and help maintain the lobby and guest areas. They also provide information about the property and surrounding area, assist with luggage, handle guest messages and deliveries, and address service needs throughout a shift.

Requirements

Positive, can-do attitude.
Strong communication skills.
Genuine passion for hospitality and creating exceptional guest experiences.
Flexible and personable approach, with willingness to go above and beyond for guests.
Ability to remain standing and stationary for up to a 10-hour shift.
Ability to move and lift up to 50 pounds.
Ability to walk the property and grounds frequently and move up and down stairs regularly.
Ability to bend, crouch, and kneel frequently and repetitively during a shift.
Ability to use repetitive manual dexterity.
Ability to view a computer screen for most of the shift.
Ability to move quickly based on guest needs.
Ability to communicate and exchange information effectively.
Ability to read, write, understand, and speak English.

Responsibilities

Provide telephone services for guests, vendors, and incoming inquiries, directing calls to the appropriate personnel.
Follow KRC service scripts when addressing guests in person or by phone.
Greet and welcome guests professionally and hospitably, engage with them respectfully and cheerfully, and ensure their needs are being met.
Direct arriving guests to the appropriate location on the property.
Check guests in, securely provide room keys, communicate property and area information, and verify identification as needed.
Verify payment methods at check-in and check-out, complete payment authorizations, and process final payments.
Maintain knowledge of property parking options, events, guest charges, fees, rates, packages, groups, and booking restrictions.
Assist guests with luggage and coordinate with drivers and front desk agents.
Monitor guest accounts and post charges, including restaurant and group-event charges; review charges with guests and provide a final folio at checkout.
Monitor and assign rooms in the guest services system, communicate room vacancies to housekeeping, and remain aware of room availability.
Use the hotel guest services/property management system and review daily reports, including in-house rooming lists, arrivals, and departures.
Communicate guest maintenance and housekeeping issues to other departments, submit maintenance tickets through Whistle, and monitor cross-departmental communication during the shift.
Receive and expedite guest messages, packages, and mail.
Make and confirm reservations by phone when staffing allows and the reservations department is unavailable.
Answer questions about hotel services, guest registration, shopping, dining, entertainment, and travel directions; coordinate with the concierge when appropriate.
Monitor completion of Front Office shift reports and daily communications.
Maintain the lobby and sitting area, replenish refreshments and snacks, and address cleanliness, waste, newspapers, and brochures.
Coordinate with housekeeping and other departments to support the overall guest experience.

Benefits

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, including employer-paid leave and immediate paid vacation accruals.
Paid parental leave of three or more months for new parents.
401(k) employer match of up to 4% of salary.
Competitive wages, annual performance evaluations, and compensation adjustments.
Discounted employee and immediate-family hotel rates at EOS Hospitality portfolio locations.
50% food and beverage discount at EOS Hospitality portfolio locations.
Gold Card annual complimentary restaurant allowance for managers.
Discounted lodging rates from New England Inn & Resort Association partners.
Training, professional development, and tuition reimbursement.
Relocation assistance to temporary employer housing.
Incentive opportunities for hourly and managerial roles.
Company-funded Employee Assistance Program for life and mental health resources.