Front Desk Agent (Guest Services Agent)

Job Summary:

The Front Desk Agent will assist with the daily operations of the front desk and assist guests with inquiries and other needs during registration, stay, and checkout.

Responsibilities:

• Ensure completion of front desk tasks, providing support to team members to maintain high standards of service delivery

Duties/Responsibilities:

• Oversee front desk operations to ensure efficient, accurate, and professional check-in and checkout processes, minimizing wait times and maximizing guest satisfaction
• Greet and engage guests with warmth, professionalism, and personalized attention, creating a memorable and welcoming experience
• Act as the primary point of contact for guest inquiries, directing them to appropriate hotel staff for specialized services, while proactively addressing guest needs
• Handle complex guest requests with diplomacy, empathy, and a solutions-oriented approach to ensure positive resolutions and guest loyalty
• Ensure accurate and timely delivery of final bills, maintaining meticulous attention to detail in billing processes and financial transactions
• Maintain a clean, organized, and visually appealing lobby and shared areas, upholding the hotel's upscale brand standards
• Stay informed about current hotel policies, room rates, promotions, packages, community events, providing guests with accurate and engaging information to enhance their experience
• Develop and maintain comprehensive knowledge of the local area, including attractions, dining, and entertainment to offer tailored recommendations and directions
• Perform all other duties as assigned by management or team leadership.
• Collaborate with other departments to ensure seamless coordination of guest services and operational efficiency

Required Skills/Abilities:

• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally in high-pressure situations
• Excellent interpersonal and customer service skills, with a proven ability to manage challenging or difficult guests or situations with composure, empathy, and professionalism
• Strong organizational and multitasking abilities, with a keen eye for detail and commitment to operational excellence
• Analytical mindset with the ability to interpret data and contribute to continuous process improvements
• Proficiency with FOSSE or similar hotel management software
• Proficient with Microsoft Office Suite or related software

Education and Experience:

• Minimum of two years experience in hotel front office operations or two years in customer facing industry.

Physical Requirements:

• Ability to stand for extended periods at the front desk and transition to seated work as needed
• Must be able to lift up to 20 pounds on occasion
• Flexibility to work varied shifts, including evenings, weekends, and holidays to meet the demands of a 24/7 hotel operation

Job Type:

Full-time Pay:

$17.50 - $19.00 per hour

Work Location:

In person