Front Desk Agent

The Front Desk Agent is responsible for providing exceptional customer service to hotel guests, handling check-ins and check-outs, and addressing guest needs and concerns. This role is pivotal in creating a welcoming and smooth guest experience while ensuring the hotel's operational procedures are followed efficiently. Familiarity with Choice Advantage is a plus. Hotel experience also a plus. Key Responsibilities: 1. Guest Check-In and Check-Out: • Greet guests warmly upon arrival and provide a professional check-in process. • Verify reservation details and handle guest requests for upgrades, special accommodations, etc. • Process guest check-out and ensure billing is accurate, including handling any adjustments or concerns. 2. Guest Service and Assistance: • Answer guests' questions about hotel services, local attractions, and amenities, ensuring a positive guest experience. • Address guest complaints, issues, and special requests in a timely and professional manner. • Provide guests with necessary information, such as directions, transportation options, and local recommendations. 3. Reservation Management: • Handle incoming phone calls, emails, and in-person inquiries regarding room availability, rates, and reservations. • Process reservations through the property management system (PMS), ensuring accurate data entry and reservation details. • Assist with managing overbookings, cancellations, and no-shows. 4. Billing and Payment: • Accurately process payments for room stays and incidentals, including cash, credit cards, and other methods. • Issue receipts and ensure guests understand the charges on their bill. • Ensure proper handling of cash, credit card information, and other sensitive data in compliance with hotel security protocols. 5. Administrative and Operational Support: • Maintain accurate guest records and ensure confidentiality of all personal information. • Complete daily reports, including occupancy status, reservations, and special guest requests. • Coordinate with housekeeping and maintenance to ensure rooms are prepared for guest arrival. • Monitor and update guest preferences to enhance personalized service for repeat visitors. 6. Communication and Collaboration: • Collaborate with other hotel departments (housekeeping, maintenance, F&B, etc.) to ensure smooth operations and address any guest concerns. • Communicate guest preferences and feedback to relevant departments for improved service delivery. • Respond promptly to requests for assistance or information from both guests and colleagues. 7. Security and Safety: • Ensure the safety and security of guests, staff, and hotel property by following established protocols. • Monitor the hotel’s security system and report any suspicious activity or security concerns immediately. • Assist in emergencies or incidents, including medical or fire-related situations, and follow procedures as needed. 8. Upselling and Sales: • Promote hotel services, amenities, and packages to guests during check-in and throughout their stay. • Upsell room upgrades, late check-out, special services, and other hotel offerings to increase revenue. 9. Shuttle driving: • Drive guests to the local shopping mall, light rail station, and pickup and drop off guests at the airport. Qualifications: Education and Experience: • High school diploma or equivalent required. Associate’s degree in Hospitality or related field preferred. • Previous customer service experience in a hospitality or retail environment is an advantage. • Experience with hotel reservation systems, specifically ChoiceAdvantage, or point-of-sale systems is a plus. • Clean driving record with a valid drivers license. Skills and Abilities: • Excellent verbal and written communication skills. • Strong interpersonal skills and a customer-first attitude. • Ability to multi-task in a fast-paced environment. • Strong attention to detail and organizational skills. • Ability to handle difficult or stressful situations with professionalism. • Proficient with computers and basic office software (MS Office, hotel property management systems, etc.). • Knowledge of local attractions, restaurants, and transportation options is a plus. Physical Requirements: • Ability to stand for extended periods of time. • Ability to lift and carry light to moderate items (e.g., bags, office supplies). Shifts: Front Desk Agents, must have flexibility, and a willingness to work mornings, afternoons, evenings, weekends, and holidays. Job Type: Full-time Pay: $21.00 - $22.00 per hour Expected hours: 32 – 40 per week Benefits: • 401(k) • Employee discount • Flexible schedule • Free parking • Paid time off Schedule: • 8 hour shift • Evening shift • Night shift • Overnight shift Work Location: In person Apply tot his job Apply To this Job