Front Desk

Stonebridge Hospitality Management•Rehoboth Beach, DE

18d•Onsite

About The Position

The Guest Service Agent serves as the primary contact for guests throughout their stay and checks guests in and out of the hotel efficiently and accurately. The role operates the front desk according to standard procedures while providing exceptional guest service, handling reservations and payments, responding to guest requests and complaints, and coordinating room status information with housekeeping. The position also completes shift reports and other administrative tasks, maintains a clean and secure front desk area, and follows hotel safety and security procedures. The role is based in Rehoboth Beach, Delaware, in an indoor hotel environment. It may involve exposure to cleaning chemicals and minimal to moderate noise. Physical activities include standing more than two-thirds of the time, walking and sitting less than one-third of the time, lifting up to 15 pounds, and pushing or pulling up to 10 pounds. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

One-year certificate from a college or technical school, or three to six months of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system functions.
Ability to meet the position’s stated physical demands, with reasonable accommodations where applicable.

Responsibilities

Operate the front desk according to standard operating procedures and provide exceptional guest service.
Accurately operate the reservation, check-in, checkout, and credit card systems while following safety and security procedures.
Review registration (folio) cards for completeness, accuracy, and legibility.
Maintain an accurate cash sheet and balance the cash drawer.
Operate the switchboard, route calls, and accurately take guest messages and faxes, including noting the date and time and confirming messages with callers.
Use the message light to notify guests that they have messages waiting.
Know and follow emergency procedures.
Protect guest privacy by never saying a guest’s room number aloud.
Stay knowledgeable about hotel promotions, room rates, room amenities, the building layout, and nearby shopping, convenience stores, and gas stations.
Complete daily reports, audits, correspondence, and other shift-required tasks.
Keep the lobby and office area clean.
Set wake-up calls as required by the shift.
Prepare the room status sheet for housekeeping and update housekeeping about rooms available to clean as guests check out or leave for the day.
Validate and accept credit cards according to hotel requirements.
Lock and secure the area whenever leaving the front desk, even briefly.
Create incident reports for guest injuries or issues when required.
Answer calls within three rings using the scripted manner required by the hotel.
Take and accurately record reservations and confirm them as requested.
Resolve guest complaints.
Maintain regular attendance, arrive on time, and observe required work, break, and meal periods.
Maintain personal appearance and grooming in accordance with the dress code.
Perform other duties as requested by a supervisor.
Demonstrate quality, productivity, customer service, initiative, and accountability, including completing tasks independently with appropriate follow-up.