Front Office Agent

Pyramid Global Hospitality•Saint Michaels, MD

12d•Onsite

About The Position

The Front Office Agent is responsible for checking guests in and out while providing efficient, friendly, and excellent customer service at all times and in accordance with hotel standards. This role ensures the highest caliber of service is offered to all guests, making their arrival experience pleasurable and informative. Responsibilities include greeting guests, arranging transportation, guiding visitors, and providing directions. Front Desk Agents are expected to respond to and follow up on guest complaints and requests, ensuring the highest caliber of service is maintained in accordance with the standards expected of all Inn at Perry Cabin employees.

Requirements

High school diploma or GED required, some college or vocational course preferred.
Two years prior experience in customer service in a high-paced, detail-oriented position.
Must be able to read, write, and type in English.
Ability to communicate with hotel guests and employees to their understanding.
Ability to provide friendly, efficient, and courteous service to guests.
Ability to access, input and retrieve information on the computer system.
Ability to calculate.
Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.
Ability to handle the stress inherent in interacting with co-employees and resolving guest problems.
Ability work under pressure, be organized, self-motivated and work well with others.
Strong positive attitude and ability to initiate light conversation with guests.
Extensive knowledge of St. Michaels and surrounding areas.
Ability to provide legible communication.
Must be able to complete work in a timely, accurate and thorough manner.
Ability to work effectively and relate well with senior management and colleagues.
Understanding of the luxury hotel environment.
High school diploma or equivalent.
A strong desire to make an impact on other people.
An outgoing and engaging personality.
Computer skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced setting.
Ability to stand for the duration of the shift.
Must be available to work various shifts including weekends and holidays.

Nice To Haves

Some college or vocational course preferred.
Additional foreign language skills a plus.

Responsibilities

Be thoroughly familiar with all check-in and check-out procedures and the AM and PM checklist.
Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner. Stand to greet guests.
Acknowledge (verbally and by name when possible) and register guests, including verifying accommodations on the computer, obtaining vouchers when necessary, establishing guest credit via credit card or credit deposit, completing forms, entering information into the computer and programming room keys.
Relay pertinent information regarding accommodations and assist with questions pertaining to and/or booking reservations.
Contact various departments to fill guests’ needs.
Enter all guest information into the computer.
Make room changes for guests based on availability.
Handle and count large amounts of money accurately and efficiently.
Exchange foreign currency, cash traveler’s checks and personal checks, balance cash bank and assume responsibility for safeguarding monies.
Post charges to guest accounts; transfer charges/credits; run necessary computer reports.
Assist with luggage and storage and delivery concerns.
Anticipate and handle guest issues and concerns.
Escort guests to rooms whenever possible.
Practice gracious hospitality at all times.
Process gift cards.
When the Porter is away from the door, take his/her place to ensure a positive first impression for our guests.
Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
Be an ambassador of the hotel and the company at all times: in and outside of the workplace.
Support Leading Quality Assurance; strive to continuously improve.
Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
Be knowledgeable of, implement, communicate, and comply with policies of the Inn at Perry Cabin Hotel, its Hotel Human Resources Department.
Maintain confidentiality and security of all guest and general hotel information.
Assist in other areas as needed.