Front Desk Agent

Job Description

Job Description

T.E.A.M. = Together Everyone Achieves More

Our TEAM culture is all about supporting one another, recognizing hard work, and helping our team members achieve MORE in their careers. If you're friendly, dependable, and enjoy creating great experiences for others, we'd love to have you join us!

Grow With Our TEAM!

We want our team members to find their MORE. Whether you're beginning your hospitality career or looking for an opportunity to grow, you'll gain valuable guest-service experience while working alongside a TEAM committed to delivering memorable experiences.

Bring your personality, professionalism, and passion for hospitality—we'll provide the support and opportunities to help you grow.

What's Your MORE? Join our TEAM and help us create an exceptional experience from arrival to departure!

About the Role:

The Front Office Guest Service Agent (GSA) plays a pivotal role in delivering exceptional customer service and ensuring a seamless experience for all guests from arrival to departure. This position is responsible for managing front desk operations, including check-in and check-out procedures, handling reservations, and addressing guest inquiries and concerns promptly and professionally. The GSA acts as the first point of contact, representing the hotel's brand and values while maintaining a welcoming and efficient environment. Success in this role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced setting. Ultimately, the Front Office GSA contributes significantly to guest satisfaction and loyalty, which directly impacts the hotel's reputation and operational success.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in hospitality or front office operations.
• Basic computer skills and familiarity with property management systems or reservation software.
• Strong verbal and written communication skills in English.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working as a Front Office Agent or Guest Service Agent in a hotel environment.
• Proficiency in additional languages beyond English.
• Knowledge of hotel industry standards and guest service best practices.
• Certification in hospitality or customer service training programs.
• Familiarity with point-of-sale systems and cash handling procedures.

Responsibilities:

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage check-in and check-out processes efficiently, ensuring accuracy in guest information and billing.
• Handle guest reservations, cancellations, and modifications using the property management system.
• Respond promptly and courteously to guest inquiries, requests, and complaints, escalating issues when necessary.
• Coordinate with housekeeping and maintenance departments to ensure rooms are ready and guest needs are met.
• Maintain accurate records of guest accounts and transactions, including cash handling and credit card processing.
• Provide information about hotel services, local attractions, and transportation options to enhance the guest experience.
• Support other front office team members and assist with administrative tasks as needed.

Skills:

The required skills, such as effective communication and computer proficiency, are essential for managing guest interactions and operating front desk software efficiently. Strong interpersonal skills enable the GSA to handle diverse guest needs and resolve conflicts diplomatically, ensuring a positive experience. Attention to detail is critical when processing reservations, billing, and maintaining accurate records to prevent errors. Preferred skills like multilingual abilities enhance communication with international guests, broadening the hotel's appeal and service quality. Additionally, knowledge of hospitality standards and cash handling supports smooth daily operations and adherence to company policies.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9) upon hire.