Front Desk Agent

About This Role

This Front Desk Agent role focuses on providing a clean, friendly, and well-organized hotel experience for guests at the Residence Inn Norfolk. The core mission is to ensure a welcoming arrival and departure, handling all needs in a timely and hospitable manner.

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile, using their names whenever possible
• Contribute to great guest satisfaction scores and handle challenging guest situations with urgency and hospitality
• Maintain strong knowledge of all hotel features, facilities, amenities, and events
• Answer all incoming calls with friendly service using the approved greeting
• Keep all work areas, both front and back of the house, clean and well-organized
• Assist in cleaning guest rooms and public spaces as needed to ensure the hotel is tidy and safe
• 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
• Check-in and check-out guests efficiently and perform follow-up to ensure room satisfaction and address additional needs
• Understand current room rates and promotions

Requirements

• 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
• Must be 18 years of age or older
• 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, and perform data entry
• Ability to bend, stoop, crouch, lift, and transport supplies up to 25 pounds
• Ability to 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