Front Office Agent

EOS Hospitality•Hilton Head Island, SC

About The Position

The Front Office Agent supports hotel operations by assisting guests with reservations, check-in and checkout-related needs, guest requests, and information. The role requires knowledge of hotel operations, daily activities, room products, amenities, and departmental policies and service standards. The agent handles guest inquiries and complaints, maintains accurate guest history and reservation information, coordinates with other departments, and manages an assigned bank securely and accurately. The position also requires strong organization, prioritization, attention to detail, urgency, sound judgment, and the ability to remain calm under pressure. The role involves physical activity, including bending, stooping, squatting, stretching, lifting, pushing, and pulling up to 30 pounds regularly, and standing and moving for up to eight hours. A neat and well-groomed appearance is required; specific grooming standards will be provided. High school education or equivalent and one to two years of similar-position experience are preferred.

Requirements

Strong organizational and prioritization skills and the ability to work well under pressure and meet deadlines.
Attention to detail and a strong sense of urgency.
Ability to think clearly, remain calm, and resolve problems using good judgment.
Ability to bend, stoop, squat, and stretch to fulfill necessary tasks.
Ability to lift, push, and pull up to 30 pounds regularly and continuously.
Ability to stand and exert well-paced mobility for up to eight hours.
Maintain a neat and well-groomed appearance in accordance with provided standards.

Nice To Haves

High school education or equivalent preferred.
One to two years of experience in a similar position preferred.

Responsibilities

Maintain knowledge of hotel operations, scheduled daily activities, and room products.
Know and comply with departmental policies, service procedures, and standards.
Answer telephone calls within three rings using appropriate salutations and telephone etiquette.
Determine callers’ needs through open-ended questions.
Describe room accommodations and amenities.
Collect designated information to book reservations.
Accommodate special requests and record them in the system according to hotel SOPs.
Use guest history records to provide service and maintain accurate guest history files.
Exercise personal discipline and diligence to complete projects on time.
Resolve guest complaints and ensure guest satisfaction.
Obtain and secure the assigned bank and ensure the contracted monies are accurate.
Communicate pertinent guest information to designated departments or personnel, including special requests and amenity deliveries.
Present folios to guests and resolve disputed charges.
Assist departments and executives in obtaining appropriate information about groups, inventory, and guests.
Perform additional duties as assigned.