Front Desk Agent (Full-Time) - The Ben Hotel

Job Overview

Every memorable stay begins with a warm welcome, a genuine connection, and the feeling that you are exactly where you belong. As a Front Desk Agent, you are the face of the guest experience, creating meaningful first impressions and ensuring every arrival, interaction, and farewell reflects the highest standards of luxury hospitality.

More than managing check-ins and check-outs, you are a storyteller, problem-solver, and trusted resource for our guests. Through personalized service, thoughtful recommendations, and exceptional attention to detail, you anticipate needs, create memorable moments, and turn everyday interactions into extraordinary experiences.

Success in this role requires a genuine passion for hospitality, strong communication skills, and the ability to remain composed and professional in a fast-paced environment. From welcoming a first-time visitor to recognizing a returning guest, every interaction is an opportunity to build loyalty, create connections, and leave a lasting impression.

Responsibilities

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.

Qualifications

Education/Formal Training

High School diploma or equivalent

Experience

Previous customer service hotel experience. Luxury hotel experience is a plus.

Knowledge/Skills

• Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to read written communiques and monochrome computer screen.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Benefits

• Medical, dental, and vision insurance
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Accrue paid time off
• Community Service, and Holidays
• 401(k) program with employer matching
• Employee Assistance Program
• Tuition reimbursement
• Hotel, restaurant, and lifestyle discounts
• Employee referral bonus program (up to $500 per referral)