Front Desk Agent

GENERAL PURPOSE OF JOB:

The Front Desk Agent is the first point of contact for guests and is responsible for ensuring a positive guest experience from check-in to check-out. This position requires excellent communication skills, the ability to multitask, and a focus on customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• GUEST RELATIONS MANAGEMENT
  • Be readily available and approachable for all guests.
  • Take proactive approached when dealing with guest’s concerns.
  • Extend professionalism and courtesy to guests at all times.
  • Checking in and Checking out guests.
  • Creates reservations per request of guests over the phone or in person.
  • Follows hotel standards for interacting with guests.
  • Maintain guest service as the driving philosophy of the hotel.
  • Personally demonstrates a commitment to guest service by responding to guest needs

• OPERATIONS
  • Knows local health and safety codes and regulations that apply to the hotel.
  • Greet and welcome guests upon arrival with a friendly and professional demeanor.
  • Perform check-in and check-out procedures, ensuring accuracy and efficiency.
  • Manage reservations, room assignments, and any special requests from guests.
  • Handle guest inquiries, concerns, and complaints, resolving issues in a timely and courteous manner.
  • Provide information about the hotel, local attractions, services, and amenities to guests.
  • Process payments, including room charges, credit card transactions, and cash handling.
  • Maintain a clean and organized front desk area and lobby.
  • Ensure compliance with all hotel policies, procedures, and safety regulations.
  • Communicate with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Assist guests with luggage, transportation arrangements, or other services as needed.
  • Keep accurate records of guest accounts, reservations, and transactions using the Hotel Management system.
  • Assist with guest wake-up calls, messages, and other front desk services.
  • Uphold guest confidentiality, privacy, and security standards.

• ADDITIONAL RESPONSIBILITIES:
  • Any other duties assigned by the direct or indirect Manager is required by the business operations.

EDUCATION and / or EXPERIENCE:

• 1-3 years Hotel experience
• High school or GED equivalent, B.S. in Business or related Field strongly preferred

TECHNICAL SKILLS and OTHER REQUIREMENTS:

• Previous customer service experience, preferably in a hotel or hospitality setting.
• Strong communication and interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Proficiency with front desk systems, including hotel management systems
• Attention to detail and accuracy in financial transactions and guest records.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• A friendly and approachable demeanor with a focus on guest satisfaction.
• Problem-solving abilities and a proactive approach to addressing guest needs.

WORKING CONDITIONS/ENVIRONMENT AND PHYSICAL REQUIREMENTS:

• Moderate Noise
• Clear vision

• AMOUNT OF TIME - WORK ENVIRONMENT:
  • Wet or humid conditions (non-weather) None
  • Work in high, precarious place None
  • Toxic or caustic chemicals None
  • Extreme heat or cold (non-weather) None
  • Outdoor weather conditions None
  • Risk of electrical shock None
  • Work with explosives None
  • Risk of radiation None
  • Vibration Under 1/3
  • Work near moving mechanical parts Under 1/3
  • Fumes or airborne particles Under 1/3

• AMOUNT OF TIME - PHYSICAL DEMANDS:
  • Stand Over 2/3
  • Walk 1/3-2/3
  • Sit 1/3-2/3
  • Use hands to finger, handle, or feel 1/3-2/3
  • Reach with hands and arms 1/3-2/3
  • Climb or balance Under 1/3
  • Stoop, kneel, crouch, or crawl Under 1/3
  • Talk or hear Over 2/3

• AMOUNT OF TIME - LIFTING OR FORCE EXERTED:
  • Up to 10 pounds Under 1/3
  • Up to 25 pounds Under 1/3
  • Up to 50 pounds None
  • Up to 100 pounds None
  • More than 100 pounds None