Front Desk Agent

Front Desk Agent

Position Purpose: Under the direct supervision of the General Manager of The Lodge at Hocking College, the Front Desk Agent is responsible for overseeing front desk operations and delivering exceptional guest service. The Front Desk Agent serves as the primary point of contact for guests and represents both the Lodge and Hocking College with professionalism, accuracy, and courtesy.

Essential Duties and Responsibilities:

• Provide professional, welcoming greetings to guests in person and by phone.
• Process guest check-ins and check-outs accurately and efficiently.
• Securely handle and reconcile cash, credit, and debit transactions.
• Respond to guest inquiries, anticipate needs, and resolve complaints in a timely and professional manner.
• Provide appropriate assistance and accommodations to guests with disabilities.
• Operate the switchboard and manage incoming calls and inquiries.
• Complete reservations and provide accurate information regarding lodge services.
• Communicate and coordinate with internal departments to ensure guest satisfaction and operational efficiency.
• Comply with all college, lodge, and safety policies and procedures.
• Complete required daily operational checklists and documentation.
• Perform breakfast service support, food service assistance, and event setup and teardown as required.
• Front Desk Agents scheduled for the overnight shift are required to perform laundry operations as an essential function of the position. Duties include loading washers, transferring items to dryers, folding laundered linens, and organizing linens for operational use. These responsibilities must be performed quietly and professionally, while maintaining full front desk coverage and guest service standards at all times.

Qualifications Education, Experience, and Skills:

• Must be at least 18 years of age.
• Ability to understand and perform job tasks and procedures, preferably in English.
• Ability to work under pressure and meet deadlines.
• Ability to maintain confidentiality of guest information and hotel data.
• Ability to collaborate with staff and other departments.
• Hotel or customer service experience preferred.
• Proficiency in Microsoft Office is preferred.
• Strong written and verbal communication skills.
• Strong organizational and record-keeping skills.
• Knowledge of hotel operations and procedures.
• Understanding of health and safety regulations in the hospitality industry.
• Demonstrated professionalism, discretion, and reliability.
• Strong attention to detail.
• Self-motivated with the ability to prioritize work.
• Flexible and adaptable in a team-oriented environment.
• Reliable attendance and punctuality.
• Demonstrates behavior consistent with Hocking College's mission, goals, and values.

Physical and Work Environment Requirements:

• Ability to stand for extended periods of time.
• Ability to lift, carry, and move laundry and supplies as required.
• Ability to work evenings, weekends, holidays, and overnight shifts as scheduled.

Reasonable accommodations may be requested and reviewed in accordance with the Americans with Disabilities Act (ADA).