Front Desk Agent

Front Desk Agent

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator and concierge duties, and preparing select beverage and food items for guests. This includes making bar drinks, crafting coffee beverages, and preparing simple sandwiches and hot food items. Agents provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Job Duties & Functions

Approach all encounters with guests and associates in a friendly, service-oriented manner

Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag when working (per brand standards)

Maintain regular attendance in compliance with company standards, as required by scheduling which will vary according to the needs of the hotel

Comply at all times with company policies, standards and regulations to encourage safe and efficient hotel operations

Greet and welcome all guests approaching the Front Desk in accordance with company standards; maintain a friendly and warm demeanor at all times

Maintain proper operation of the telephone switchboard and ensure that all company performance standards are met

Handle requests for information, mail and messages in an efficient and courteous manner

Answer guest inquiries about hotel service, facilities and hours of operation

Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.

Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel

Be aware of all rates, packages and special promotions; Be familiar with all in-house groups; Be aware of closed-out and restricted dates

Obtain all necessary information when taking room reservations and follow rate quoting scenario

Be familiar with all company policies and house rules as well as hospitality terminology

Have knowledge of and assist in emergency procedures as required

Handle check-ins and check-outs in a friendly, efficient and courteous manner

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system

Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms

Use proper two-way radio etiquette at all times when communicating with other associates

As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members

Maintain an up-to-date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel

Perform other duties as assigned, which may include, but are not limited to: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds

Access to back-of-house areas of the hotel and sensitive information

Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank

Interact and occasionally have unsupervised contact with guests and/or colleagues

Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets

Maintain a high level of trust and responsibility

Represent the company with a high level of reputation and good character, exercising sound judgement

Prepare and serve bar drinks in accordance with company standards and local alcohol service regulations

Prepare and serve coffee beverages using standard recipes and equipment

Assemble and heat simple food items such as sandwiches, pastries, and hot grab-and-go items

Maintain cleanliness and organization of the coffee/bar preparation area, equipment, and supplies

Monitor inventory of beverage and food items and communicate replenishment needs to management

Ensure all food and beverage handling meets safety, sanitation, and brand standards