Front Office Agent

EOS Hospitality•Hilton Head Island, SC

11d•Onsite

About The Position

The Front Office Agent is responsible for maintaining hotel operations, handling guest inquiries and reservations, and ensuring guest satisfaction. This role requires excellent communication and organizational skills, the ability to work under pressure, and a keen eye for detail. The agent will manage guest accounts, resolve complaints, and coordinate with other departments to provide a seamless guest experience.

Requirements

High school or equivalent preferred.
1 to 2 years in a similar position experience preferred.
All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).

Responsibilities

Maintain complete knowledge of hotel operations, scheduled daily activities, and room products.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Ascertain callers' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in the system following hotel SOP’s.
Access guest history records to best service guests; maintain accurate information in guest history files.
Exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
Resolve guest complaints, ensuring guest satisfaction.
Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure.
Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
Present folio to guest and resolve any disputed charges.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
Perform additional duties, as assigned.
Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
Possess an eye for the smallest detail and maintain a keen sense of urgency.
Ability to think clearly, remain calm, and resolve problems using good judgment.