Overnight Front Desk Agent

Overview

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.


This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.


The Overnight Front Desk Agent is responsible for ensuring the accurate and timely completion of all front desk and accounting functions during the overnight shift. This position requires exceptional attention to detail, strong organizational skills, and the ability to work independently. The Overnight Front Desk Agent plays a critical role in providing exceptional guest service, maintaining financial controls, and preparing daily reports for hotel management.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Assists in pre-registration and blocking of rooms for reservations.
2. Responsible for the guest registration process and communication of hotel amenities.
3. Handle guest check-ins and check-outs throughout shift.
4. Uses proper telephone etiquette.
5. Assigns rooms, accommodating special requests whenever possible.
6. Verifies the guest's method of payment and follows established credit-checking procedures.
7. Ensure guest satisfaction and an enjoyable experience.
8. Handle room and rate changes with management consent.
9. Knows room locations, types of rooms available, and room rates.
10. Presents options and alternatives to guests and helps in making choices.
11. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
12. Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms. Understands room status and room status tracking.
13. Maintains the cleanliness and neatness of the front desk area.
14. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
15. Provide efficient service and meaningful experiences.
16. Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
17. Maintain cash bank.
18. Check/swipe credit cards of all registered guests.
19. Performs cashier related functions like posting charges to guest accounts, raising paid out's, foreign currency exchange etc.
20. Run nightly reports for the morning teams/ will run night audit in Opera System.
21. Reads and initials the pass-on log and bulletin board daily.
22. Remains aware of daily activities and meetings taking place in the hotel.
23. Communicates all important information to following shift to ensure a smooth transition.
24. Prepare guest arrival cards for the following days arrivals. Verify dinner, golf/spa reservations.
25. Reports any unusual occurrences or requests to the manager or assistant manager.
26. Knows all safety and emergency procedures, Is aware of accident prevention policies.
27. Perform other duties as assigned.

KNOWLEDGE

Must be able to speak and understand the primary language used by the guests who visits the hotel. Possesses a working knowledge of the reservations department.

SKILLS AND ABILITIES

Excellent communication skills-oral and written.

Excellent Guest service skills.

Must be friendly, flexible, dependable and able to multi-task.

Microsoft office computer skills.

Must be sales minded.

SUPERVISION WORKING CONDITIONS

The Overnight front desk agent will work during the overnight shift (11pm- 7am), which will include weekends and holidays.

EDUCATION/ EXPERIENCE

Minimum of high school diploma (or equivalent) and 0-2 years of experience. However, a combination of experience and/or education will be taken into consideration.


LICENSES/CERTIFICATIONS:

None Required. Previous Opera Cloud knowledge is recommended.


PHYSICAL DEMANDS

Requires grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

UNIFORM REQUIREMENT

Uniform will be provided.

Employees are responsible for maintaining a clean/crisp looking uniform.


At this time, Keswick will not sponsor a new applicant for employment authorization for this position.

Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others.

In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).