Job Description

Wage and Benefits:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(K) Match
• Paid Time Off

Job Summary: The Front Desk Agent is responsible for delivering outstanding guest service while ensuring smooth operations at the front desk. They are often the first point of contact for guests, ensuring a welcoming and friendly atmosphere from check-in to check-out. The Front Desk Agent will assist with reservations, provide information about the hotel and surrounding areas, and resolve guest concerns promptly and professionally.

Key Responsibilities:

1. Guest Check-in & Check-out:

   • Greet guests warmly upon arrival, ensuring they have a positive first impression.
   • Check guests in and out efficiently, ensuring accurate billing and payment processes.
   • Assist with special requests, upgrades, or changes to reservations as needed.

2. Guest Services:

   • Answer guest inquiries, providing information about hotel amenities, services, and local attractions.
   • Respond to guest requests in a timely and professional manner to ensure a high level of satisfaction.
   • Resolve guest complaints or issues, involving management when necessary to ensure guest satisfaction.

3. Reservations:

   • Manage reservations, including taking phone calls, assisting with online booking systems, and updating guest information as needed.
   • Process cancellations or changes to reservations in compliance with hotel policies.

4. Administrative Duties:

   • Maintain accurate records of guest information, special requests, and feedback.
   • Perform basic office duties, such as answering phone calls, sorting mail, and maintaining the lobby area.

5. Safety & Security:

   • Ensure that all safety and security procedures are followed, including monitoring surveillance systems and ensuring that guest keys are properly issued and accounted for.
   • Handle emergencies according to hotel procedures and notify appropriate personnel when necessary.

6. Housekeeping Coordination:

   • Communicate with the housekeeping staff to ensure rooms are ready for guests and that special requests (e.g., extra towels, cots) are fulfilled.
   • Ensure the front desk area is neat, clean, and organized at all times.

7. Cash Handling:

   • Accurately process payments, including cash, credit, and debit transactions, and maintain a cash drawer.
   • Reconcile daily revenue reports and report any discrepancies to the management.

Qualifications:

• Education: High school diploma or equivalent (some positions may prefer a degree).
• Experience: Previous experience in a customer service or hospitality role is preferred.
• Skills:
  • Excellent communication and interpersonal skills.
  • Ability to remain calm and professional under pressure.
  • Strong problem-solving skills and attention to detail.
  • Proficiency with computers, hotel management software, and basic office equipment.
  • Ability to work a flexible schedule, including nights, weekends, and holidays.

Working Conditions:

• Ability to stand for long periods.
• Fast-paced environment with a focus on customer service.
• Must be able to lift or carry up to 25 pounds.

Key Competencies:

• Customer Focus
• Teamwork
• Flexibility
• Attention to Detail
• Organization

Physical Demands:

• Ability to occasionally lift and move up to 25 pounds.
• Requires prolonged periods of standing and walking.

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