Front Desk Agent

Overview

Top Notch Talent + World Class Hospitality. We take a proactive, hands-on approach to hotel management. Our team boasts extensive experience in all areas of hospitality management.

You’ll love working for us because the people. The team is supported by leaders and colleagues you can be proud to work with. Core values:
Team First, Own It, Relationship Oriented, Professionalism, Integrity/Honesty.

What You Can Expect From Us

• Access to your money before payday
• Medical/Dental/Vision, 401K, Company paid short- and long-term disability insurance, Company paid life insurance
• Travel discounts, Merit increases, Years of Service Awards, Employee Assistance Program
• Advancement Opportunities, Paid holidays, Tuition reimbursement
• Referral Bonus - work with your friends, Multiple incentive bonuses

The Front Desk Agent is the first point of contact for guests and is responsible for assisting with check-in/check-out, answering and processing phone calls, and handling special requests in accordance with standard policies and procedures. Maintain positive guest relations at all times and work to resolve guest challenges to ensure satisfaction.

This industry operates seven (7) days a week, twenty-four (24) hours a day. Regular attendance in accordance with company standards is essential for success in this position.

• High School Diploma or GED, or work equivalent
• Computer skills required; familiarity with Microsoft Office preferred
• Experience with hotel property management systems is preferred
• Minimum of 1-2 years of experience as a Guest Service Agent is preferred
• Previous cash handling experience is preferred
• Good understanding of the English language; good written and verbal communication skills
• Exert physical effort to lift/transport at least 25 pounds; push/pull carts and equipment up to 100 pounds
• Stand and move for up to 8 hours; ability to work nights, weekends and holidays
• Provide excellent customer service with a professional demeanor
• Knowledge of local area
• Ability to suggestively sell

• Be in proper uniform with nametag
• Maintain positive guest relations; resolve guest complaints to ensure satisfaction
• Communicate effectively with guests and team members
• Maintain knowledge of hotel features/services, hours of operation, room rates, promotions, daily house count, scheduled group activities
• Be familiar with local attractions to respond to guest inquiries
• Maintain knowledge of proper maintenance and use of equipment; use equipment as intended
• Answer telephone within 3 rings with correct greeting and etiquette
• Monitor and maintain cleanliness, sanitation and organization of work areas
• Verify guest information upon arrival and departure; communicate pertinent guest information to designated departments
• Maintain and secure a cash bank; obtain method of payment from guests
• Resolve discrepancies on the room status report with Housekeeping
• Process all payments according to hotel requirements and cash-handling SOPs
• Maintain guest information and occupancy status using hotel operating systems; maintain guest confidentiality
• Assist in handling emergencies to protect guests and associates and restore operations
• Abide by all department, Commonwealth Lodging Management and hotel policies and procedures, as well as brand standards

Note: This job description is not intended to provide a complete list of all duties. It provides a general overview of expectations. Salary: $16.00 per hour.