Hotel Front Desk Agent - The Loom Hotel

Job Description Location: The LOOM Hotel, 400 Knight Street, Warwick, Rhode Island, United States of America. DEPARTMENT: Front Office REPORTS TO: Front Office Manager STATUS: Non-Exempt

POSITION SUMMARY:

This highly visible role has a direct impact on creating the guest experience. It welcomes and accommodates guests, visitors, and staff in a warm and courteous manner, oversees the guest registration and check‑out process, promotes hotel services and amenities, and provides helpful information.

RESPONSIBILITIES:

Have a true desire to satisfy the needs and desires of guests and others in a fast‑paced environment, performing all duties aimed at maximizing guest service. Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention, and be ready to assist them at all times. Register guests who have made advance reservations efficiently and pleasantly; greet visitors looking for accommodations and attempt to meet their needs. Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.). Accommodate room changes expediently. Maintain a high level of knowledge of the hotel, including rates, promotions, room types, services, amenities, restaurant offerings, hours of operation, and the hotel's historical significance. Acquaint guests with city attractions, community events, and nearby areas of interest. Help resolve guest issues and respond to special requests; in the case of a service failure, listen empathetically, report to management, and implement appropriate service recovery to restore satisfaction. Settle guest accounts upon check‑out and process payments accurately following accounting procedures and cash‑handling policies. Respond to all questions from guests, visitors, or coworkers courteously and accurately. Ensure proper key control and other security measures. Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols. Work closely and cooperatively with other front office and administration staff, exemplifying strong teamwork and professional respect. Communicate pertinent guest information to designated departments/personnel. Properly handle lost and found items. Report accidents, injuries, and any unsafe conditions to management and maintenance. Report all maintenance issues for guest satisfaction. Report to work wearing the required uniform and meeting professional grooming standards. Maintain confidentiality of all guests and hotel information. Perform other duties as assigned. Actively participate in ongoing training.

KNOWLEDGE, SKILLS AND ABILITIES:

Clearly and pleasantly communicate verbally and in writing in English with guests, management, and co‑curators. Strong customer-relations skills and total commitment to guest satisfaction; a "people-person" who thrives on public contact. Ability to handle upset or angry guests. Professional appearance and demeanor. Knowledge of computer keyboard and printer operation; ability to accurately and efficiently input information into computer systems. Ability to work quickly and thoroughly under pressure. Knowledge of hotel facilities and features. Ability to attend to more than one task at a time. Ability to maintain excellent attendance and punctuality. Knowledge of area and surrounding communities. EXPERIENCE: Customer Service experience preferred.

PHYSICAL DEMANDS:

Must be able to stand for long periods of time. May include crowded office setting or close quarters. General office environment with limited physical activity. This job description is not an exclusive or exhaustive list of all job functions that a Curator in this position may be asked to perform from time to time. #J-18808-Ljbffr Coury Hospitality