Front Desk Agent

About This Role

The Front Desk Agent ensures guests receive a friendly arrival and departure experience, addressing their needs and requests efficiently and hospitably, contributing to high guest satisfaction and a welcoming hotel environment.

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile, using their names whenever possible.
• Handle challenging guest situations with hospitality and a sense of urgency to ensure guest satisfaction.
• Maintain strong knowledge of all hotel features and amenities, including awareness and support for groups and events.
• Answer all incoming calls with friendly service using the approved greeting.
• Keep all work areas, both front and back of the house, sparkling clean and well-organized.
• Complete all operational checklists accurately and at designated times, every shift.
• Ensure handover reports are accurate and on time for effective shift-to-shift communication.
• Wear a clean, approved uniform with a nametag and be well-groomed per the Team Member Handbook.
• Check-in and check-out all guests in a timely and efficient manner.
• Receive and note all incoming mail as required per the daily shift checklist.

Requirements

• 18 years of age or older
• Positive attitude and willingness to learn
• Ability to understand and follow established guidelines and procedures
• Ability to work well in stressful, high-pressure situations
• Effective at listening to, understanding, clarifying, and resolving concerns from co-workers and guests
• Ability to convey information and ideas clearly
• Desire to serve all guests
• Willingness to work a varied schedule including evenings, nights, weekends, and holidays
• Ability to stand or remain in a stationary position for long periods (3-4 hours)
• Ability to type, operate computers, dial telephone, manipulate objects, handles, tools, and controls
• Ability to bend, stoop, crouch, lift and transport supplies up to 25 pounds
• Read, write, understand and communicate effectively in English

Qualifications

• Experience in a hospitality, service, consumer-facing franchise or related field preferred.

Nice to Have

• Experience in a hospitality, service, consumer-facing franchise or related field

Benefits