Front Desk Agent

Roles and responsibilities

Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work
Guest Check-in and Check-out:

Greet guests warmly and professionally upon arrival, ensuring a smooth check-in process.
Verify guest identification, process payments, and provide room keys or access information.
Address any special requests or needs for guests during check-in.
Ensure that the check-out process is swift and efficient, including processing payments, handling invoices, and collecting any outstanding fees.
Reservations Management:

Handle phone and email inquiries regarding room availability, rates, and hotel services.
Manage the hotel’s booking system, ensuring reservations are entered accurately and efficiently.
Update and confirm bookings, ensuring that guests’ preferences are noted (e.g., room type, special requests).
Modify or cancel reservations as needed and ensure that any changes are communicated clearly to other relevant departments.
Guest Services and Customer Support:

Provide information to guests regarding hotel facilities, services, local attractions, transportation, and dining options.
Respond promptly and professionally to guest inquiries, concerns, and complaints, striving to resolve issues to the guest’s satisfaction.
Offer assistance with luggage, room preferences, or additional services such as wake-up calls, extra amenities, or transportation arrangements.
Maintain a strong knowledge of hotel policies, procedures, and services to effectively assist guests.

Desired candidate profile

Education: High school diploma or G.E.D. equivalent.
Excellent communication skills, both verbal and written.
Strong organizational skills with the ability to multitask effectively in a fast-paced environment.
A customer-focused attitude with the ability to remain calm and professional under pressure.
Proficiency in using hotel management software and other office tools (e.g., Microsoft Office, email systems).
Ability to solve problems and address guest concerns with empathy and efficiency.
Attention to detail, ensuring accuracy in guest records, reservations, and billing.
Flexibility in working shifts, including weekends, evenings, and holidays.
Performance Metrics:
Guest Satisfaction:

Positive feedback from guests regarding their check-in and check-out experience, as well as their overall stay.
Resolution of guest complaints and concerns in a timely and satisfactory manner.
Accuracy of Reservations and Billing:

Accuracy in processing reservations, payments, and billing, with minimal errors or discrepancies.
Efficiency of Operations:

Ability to manage high guest volumes, check-in/check-out times, and other front desk tasks efficiently and without delays.
Communication and Coordination:

Effective communication with other departments to ensure smooth operations and guest satisfaction.