Guest Service Agent / Front Desk Agent

EOS•Portland, ME

16h•Onsite

About The Position

The Press Hotel in Portland, Maine, newly owned and managed by EOS Hospitality, is seeking a Guest Service Agent to join their team of hospitality professionals at the Front Desk. This role involves providing telephone services, greeting guests, managing check-ins and check-outs, handling guest inquiries, and ensuring a positive guest experience. The agent will be responsible for maintaining the front desk area, assisting with various hotel operations, and contributing to interdepartmental communication.

Requirements

1+ years direct customer service experience, hotel/lodging environment highly preferred
High School diploma/GED
Proficient with computers and learning technical systems
Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
Successful completion of satisfactory background check
Demonstrates natural leadership qualities with a positive, team-focused attitude
Available and willing to work flexible hours based on business needs including weekdays and weekends.
Demonstrates strong communication, organizational, and problem-solving skills.
Expresses sincere enthusiasm for the role and passion for guest service excellence
Must know how to prioritize, delegate, and respond in a timely fashion.
Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

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.
Build welcome packets and issue keys as assigned.
Direct guests as they arrive 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/invoice for guests review prior to collecting final payment and answer any billing questions.
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.
Have working knowledge of all rates, packages, groups, and booking restrictions.
Have a thorough working knowledge of hotel guest services/property management system.
Be aware of guestroom availability.
Inspect guest rooms for arrival.
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.
Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
Interdepartmental communication via email and Microsoft teams.
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, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean.
Fix any uncleanliness, waste, newspapers/brochures, etc.
Set up signage for events and prepare areas for programming or activities functions.
Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.
Handle and oversee all lost and found inquiries, following proper guidelines.
Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.
Responsible for safekeeping and issuance of managerial keys.
Responsible for safety and handling of department banks and any cash drawers.
Count bank /with witness upon shift turnover.
Ensure cash and any bank keys remain secure for duration of shift.
Post and drop/deposit all incoming revenue per shift.
Assist in training new staff as requested.
Review amenity orders for incoming arrivals.
Make amenity deliveries to guest rooms as required.
Set up continental-style lobby coffee/tea service for guests daily.
Build and maintain controlled fires in guest fireplaces and outdoor fire pits.

Benefits

Dedicated employee parking lot pass with company contribution for full time employees, fully-funded for salaried managers
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 10+ weeks fully 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
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including training and tuition reimbursement
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources