Front Office Agent

EOS Hospitality•Kennebunkport, ME

11h•Onsite

About The Position

Kennebunkport Resort Collection is seeking a warm, professional, and guest-focused Front Desk Agent to join their team for their in-town properties. As the first point of contact for guests, the agent will play a key role in creating memorable experiences in a setting that blends coastal elegance with timeless New England hospitality. The Kennebunkport Resort Collection is a portfolio of diverse, luxurious lodging and dining options offering stylish and unique hospitality in Kennebunk and Kennebunkport, including Hidden Pond, Tides Beach Club, Cape Arundel Inn & Resort, Kennebunkport Inn, Cottages at Cabot Cove, The Grand Hotel, The Boathouse Waterfront Hotel & Restaurant, Yachtsman Hotel & Marina Club, and Lodge on the Cove. The company encourages creativity, ownership, and problem-solving, and is committed to weaving diversity, equity, and inclusion into every aspect of its business. Employees are welcomed to join in making a community impact through the KRC Cares team, which partners with community leaders for services like toy drives and beach cleanups. A 1% Impact Fee from the Community Impact project is donated to local organizations focusing on affordable housing, protecting wildlife habitats, and creating spaces for youth. Kennebunkport Resort Collection also offers customized learning opportunities for all employees, including annual conferences, mentorships, scholastic reimbursements, internships, and company-funded leadership development.

Requirements

Ability to remain standing for up to a 10-hour shift.
Ability to remain in a stationary position for up to a 10-hour shift.
Ability to move and lift up to 50 lbs.
Ability to walk the property and grounds frequently throughout shift.
Ability to 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 majority of shift length.
Ability to move quickly based on guest needs.
Ability to communicate and exchange information effectively.
Ability to read, write, understand, and speak English.
Working knowledge of all rates, packages, groups, and booking restrictions.
Thorough working knowledge of hotel guest services/property management system.
Awareness of guestroom availability.

Responsibilities

Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
Adhere to all provided KRC service scripts when addressing guests in person or over the phone.
Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
Direct guests as they arrive into the main lodge or onto the property accordingly.
Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
Verify guests' identification upon check in and as needed upon room key requests.
Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
Have full knowledge of all parking options on property.
Be informed of all events taking place on property.
Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
Review accounts and charges with guests during the checkout process. Print a final folio for guests review prior to collecting final payment.
Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Working knowledge of all rates, packages, groups, and booking restrictions.
Have a thorough working knowledge of hotel guest services/property management system.
Awareness of guestroom availability.
Review administered reports daily, such as in-house rooming list, arrivals and departures.
Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
Receive and expedite all guest messages, packages, and mail received.
Make and confirm reservations over the phone as staffing allows and when the reservations department is not available.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
Monitor completion of Front Office shift reports/communication daily.
Maintain the lobby and sitting area including bottled water, fruit, cookies, and snacks are replenished and maintained. Fix any uncleanliness, waste, newspapers/brochures, etc.

Benefits

Employer-subsidized medical, dental, and vision insurance
Company-funded $25K in complimentary life insurance and $1K/mo. in disability
Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Additional Health & Wellness benefits including prescription and gym membership discounts
Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
Flexible and understanding work-life equality
Family Matters Program of 3+ months paid parental leave for new parents
401k employer match, up to 4% of salary
Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
Gold Card annual complimentary restaurant allowance for managers
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including training and tuition reimbursement
Relocation assistance to temporary employer housing
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources