Front Desk Agent

Job Description

Job Description

JOB OVERVIEW:

This position will be the first point of contact for guests, delivering a warm and welcoming experience from check-in to check-out. The agent is responsible for managing front desk operations, providing excellent customer service, and ensuring guest satisfaction in a fast-paced hospitality environment.

WHAT WE OFFER:

• Pay rate: $19.50 per hour
• Medical, dental, vision insurance
• 401(k) with company matching
• Exclusive worldwide Marriott employee travel discount program
• ... and more

DUTIES AND RESPONSIBILITIES:

• As the ‘face’ of the front desk and the first point of contact for guests, always maintain a welcoming and hospitable attitude
• Find it easy to acknowledge guests and team members with a smile
• Confirm all details of the reservation upon check-in, make sure all amounts are correct, and ask for any special requests. Inform the guest about all amenities of the hotel and wish them a great stay
• Always abide by the security procedures without exception
• Genuinely pay attention to all guest feedback. Always ask how their stay was upon checkout and write down any items that need to be fixed/done better and inform management accordingly
• Frequently check arrivals and departures of the day to make sure everything is up-to-date, rooms are assigned correctly, no requests are missed, and room inventory is good
• Ensure to abide by all personal hygiene rules. Avoid eating food items that could cause body odor before work. Use deodorant as necessary
• Maintain a presentable, decent, and professional attitude at all times. Be aware that the hotel team is constantly observed by guests and coworkers
• Ensure to receive all notes of the previous shift, read the logbook, and make sure to note down and follow up with all requests from guests, vendors, and coworkers
• Contact the manager in case of hesitancy about an issue or need help.
• Count the front desk bank at the starting and end of the shift to make sure it makes up the predetermined amount.
• Make sure the lobby, front desk, entrance, and office are always clean. Wipe down all surfaces at the lobby regularly
• Make sure the complimentary coffee station is clean, all items are stocked, and the beverages are fresh
• Complete all additional tasks given by management

QUALIFICATIONS AND REQUIREMENTS

• High School diploma is required
• Previous hotel experience is preferred
• Bilingual is plus

Physical Requirements 

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/ or required articles of clothing will be explained to you as part of the orientation process. 

Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

STANDARD SPECIFICATION

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.