Front Desk Agent

Job Description

Job Description

Front Desk Agent Position Overview:

The Front Desk Agent is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will assist guests in answering questions about the hotel, local area, attractions and events and provide recommendations and directions. The Front Desk Agent reports directly to the Front Desk Managers on duty. 

Front Desk Agent Major Duties & Responsibilities:

• Expected to provide coverage for overnight shifts as needed based on the operational needs of the hotel.
• Manage the Front Desk in all areas of responsibility while maintaining a positive attitude at all times.
• Greet and acknowledge all guests in a warm and friendly manner while remaining calm and professional when assisting demanding guests.
• Execute guest room moves as needed and communicate changes to Cabin Crew Managers.
• Post charges from retail into the OPERA system and obtain payment from the guest.
• Provide Front Desk coverage across various shifts, including overnight shifts, based on the operational needs of the hotel.
• Learn and understand the hotel’s night audit systems and procedures and perform all required night audit responsibilities when scheduled for an overnight shift.
• Assist with luggage requests.
• Own customer complaints and issues and take appropriate action to seek an immediate resolution.
• Extend professionalism and courtesy to Crew Members and guests at all times.
• Perform additional tasks as assigned by the Director of Rooms and Front Office Managers.
• Provide guests with general services and information that enhance the YOTEL Boston guest experience.
• Maintain current listings of area attractions, activities, and transportation schedules.
• Maintain the cleanliness and organization of all Front Desk areas and displays.
• Ensure all cash transactions are completed in full compliance with standard operating procedures and handled with appropriate care.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.