Hourly Position Summary The Front Desk Agent / Guest Services Representative is responsible for providing an exceptional level of hospitality to every guest of Dunleith. This position serves as a primary point of contact from the initial reservation and arrival through the guest's departure. The Front Desk Agent must provide warm, professional, and personalized service while maintaining accurate reservations, guest accounts, communications, and front desk operations. This position requires professionalism, attention to detail, dependability, and a genuine commitment to Southern hospitality. Essential Duties & ResponsibilitiesGuest Service Warmly welcome and acknowledge every guest. Provide friendly, professional, and personalized service. Complete guest check-ins and check-outs accurately and efficiently. Assist guests with questions, directions, dining recommendations, transportation, attractions, and special requests. Become knowledgeable about Dunleith's history, accommodations, amenities, restaurant, events, and services. Maintain knowledge of Natchez restaurants, attractions, tours, shopping, events, and local activities. Follow up on guest requests to ensure they have been completed. Recognize special occasions such as birthdays, anniversaries, weddings, and celebrations. Handle guest concerns professionally and notify management when assistance is needed. Look for opportunities to exceed guest expectations and create memorable experiences. Reservations & Telephone Responsibilities Answer incoming telephone calls promptly and professionally using the approved Dunleith greeting. Make new reservations and accurately modify or cancel existing reservations. Accurately enter guest names, contact information, rates, payment information, special requests, and notes into the property management system. Understand current room rates, packages, promotions, policies, and special offers. Encourage guests to book directly with Dunleith whenever possible. Respond professionally to guest emails and reservation inquiries. Review upcoming arrivals for special requests and important guest information. Communicate VIP guests, celebrations, accessibility requirements, and special requests to the appropriate departments. Check-In & Check-Out Verify guest reservation information and payment method. Confirm that rooms are clean, inspected, and ready before assigning them to arriving guests. Provide guests with appropriate information regarding the property, restaurant, breakfast, Wi-Fi, parking, check-out time, and other services. Properly issue and control guest room keys. Review guest accounts for accuracy before check-out. Process payments according to Dunleith procedures. Ask departing guests about their stay and immediately address any concerns. Thank guests for staying at Dunleith and encourage them to return. Front Desk Operations Review arrivals, departures, in-house guests, and room status throughout the shift. Maintain accurate guest accounts and reservation information. Complete all required front desk reports, logs, and checklists. Maintain accurate shift notes for the next Front Desk Agent. Ensure important information is communicated during shift changes. Maintain the front desk, lobby, and surrounding guest areas in a clean and professional condition. Monitor public areas and immediately report maintenance, cleanliness, safety, or security concerns. Maintain proper control of guest room keys and property keys. Follow all cash-handling and credit-card procedures. Protect confidential guest and company information. Communication With Other Departments The Front Desk is the communication center of the property. Front Desk Agents are expected to communicate effectively with: Housekeeping regarding room status, early arrivals, late departures, special requests, and housekeeping needs. Maintenance regarding guest room or public-area maintenance issues. Food & Beverage regarding restaurant information, reservations, guest requests, and special occasions. Sales & Events regarding potential weddings, meetings, group business, corporate business, and event leads. Management regarding guest complaints, emergencies, unusual activity, operational problems, and issues requiring management attention. Sales Responsibilities Every Front Desk Agent is also part of Dunleith's sales team and is expected to: Encourage direct reservations. Promote available packages and special offers. Promote the restaurant and other property services. Inform guests about upcoming Dunleith events and experiences. Identify potential wedding, corporate, group, meeting, and event leads. Forward sales leads to the appropriate team member. Encourage repeat visits. Help build relationships with returning guests. Guest Service Standards Front Desk Agents are expected to: Smile and acknowledge every guest. Make appropriate eye contact. Never allow a guest waiting at the desk to go unacknowledged. Answer telephones professionally. Maintain a calm and professional demeanor. Never argue with a guest. Take ownership of guest concerns until they have been resolved or properly transferred to management. Never discuss internal employee or company matters in front of guests. Limit personal cell-phone use to breaks or emergencies and never use a personal phone in front of guests unless authorized for business purposes. Maintain professional appearance and grooming standards. Wear the required uniform and name tag. Treat guests, coworkers, vendors, and visitors with respect. Qualifications Previous hotel, hospitality, restaurant, retail, or customer-service experience preferred. Excellent verbal and written communication skills. Professional appearance and demeanor. Strong organizational and multitasking skills. Attention to detail and accuracy. Basic computer skills. Ability to learn reservation and property management systems. Ability to handle confidential guest and financial information. Ability to remain professional during difficult or stressful situations. Knowledge of Natchez and the surrounding area is preferred. Must be dependable, punctual, and able to work independently when necessary. Scheduling Requirements Because Dunleith operates seven days a week, Front Desk Agents must have scheduling flexibility and may be required to work: Weekdays Weekends Morning or evening shifts Holidays Special events Additional shifts based on business needs Reliable attendance and punctuality are essential requirements of this position.
