Hotel Front Desk Agent

Highgate Hotels • Carolina, PR

8d • Onsite

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout while helping maximize room revenue and occupancy. The position is at Residence Inn Isla Verde in Carolina, Puerto Rico. Duties include welcoming guests, answering questions about hotel services and local amenities, processing reservations and guest requests, handling check-ins and checkouts, maintaining accurate records, following cash-handling and credit policies, and completing shift paperwork and reports. The agent also helps maintain a clean work area, supports safe and efficient hotel operations, attends required meetings and training, and may cross-train in other hotel areas. The role requires a warm, service-oriented demeanor, effective communication, problem-solving, multitasking, and the ability to stand for the entire shift. Flexible and long hours are sometimes required.

Requirements

• High school diploma or equivalent required.
• Computer experience required.
• Must be able to communicate effectively verbally and in writing with employees and guests at all levels.
• Must be able to listen to, understand, and clarify concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be able to understand and apply complex information and data from various sources.
• Must be able to maintain confidentiality of information.
• Must be able to stand during the entire shift.
• Light work requiring exertion of up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Nice To Haves

• College coursework in a related field is helpful.
• Experience in a hotel or related field is preferred.
• Customer service experience is preferred.

Responsibilities

• Greet and welcome guests at the Front Desk in accordance with hotel standards.
• Maintain proper operation of the PBX console, if applicable, and meet hotel standards.
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Answer guest inquiries about restaurants, transportation, entertainment, and other local information.
• Follow cash-handling and credit policies.
• Know rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
• Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with employees.
• Operate relevant aspects of the Front Desk computer system.
• Complete shift checklist tasks and duties in a timely and efficient manner.
• Complete bucket checks, room rate verification reports, and housekeeping reports.
• Balance and prepare individual paperwork for shift closing according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area and assist guests with safe deposit boxes.
• Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
• Attend required hotel meetings and training.
• Comply with hotel standards and regulations to support safe and efficient operations.
• Identify problem areas, assist with implementing solutions, and handle problems by anticipating, preventing, identifying, and solving them as needed.
• Maintain confidentiality, show initiative, and anticipate guest or operational needs.
• Cross-train in other hotel-related areas and perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED