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