Front Desk Agent - Multi-Site

Job Description

Job Description

Who we are:

Since 1989, The Neiders Company, headquartered in Seattle, Washington, has been transforming communities and elevating the apartment living experience. With over 85 properties across the Pacific Northwest and Southwest, we combine strategic vision with hands-on excellence. Our team thrives on accountability, legendary service, and creating spaces where residents feel truly at home.

Job Summary:

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service while managing daily front desk operations. This role is responsible for handling check-ins and check-outs, managing reservations, processing payments, and responding to guest needs with professionalism and efficiency. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, and is committed to upholding the highest standards of accountability and legendary service.

This is a floating, multi-site position supporting multiple extended-stay communities. The anticipated schedule is 10:00 AM–7:00 PM with Tuesdays and Wednesdays off; however, work locations and schedules may vary based on operational needs.

Essential Functions: (Include but are not limited to):

Accountability:

• Handle all aspects of guest check-in and check-out procedures with precision and accuracy.
• Manage reservations, cancellations, and modifications, ensuring all records are accurately maintained.
• Handle cash and credit card transactions while maintaining an accurate cash drawer.
• Ensure all guest requests and inquiries are addressed promptly and effectively.
• Maintain a clean and organized front desk area, including stocking supplies and informational materials.
• Coordinate with housekeeping, maintenance, and management teams to resolve guest concerns and maintain property standards.
• Conduct routine property walks and report safety, maintenance, or cleanliness concerns.
• Provide front desk coverage at multiple extended-stay communities as needed while maintaining consistent service standards and professionalism.

Legendary Customer Service:

• Greet guests with a warm and friendly attitude, making them feel welcome and valued from the moment they arrive.
• Anticipate guest needs and provide personalized recommendations and assistance to enhance their stay.
• Handle guest complaints and concerns professionally and efficiently, striving to resolve issues to the guest's satisfaction.
• Demonstrate empathy, patience, and resilience when dealing with challenging guests.
• Go above and beyond to create memorable experiences that exceed guest expectations.
• Build positive relationships with long-term guests and residents, fostering a welcoming community atmosphere.

Dealing with Difficult Situations:

• Remain calm and composed under pressure, maintaining professionalism in challenging situations.
• Exercise discretion and tact when addressing sensitive issues or difficult guests.
• Collaborate with other team members to find solutions and ensure a positive outcome.
• Follow established protocols and procedures for handling emergencies, security incidents, and guest disturbances.

Qualifications:

• High school diploma or equivalent.
• Strong customer service and communication skills (verbal and written).
• Basic computer skills (email, data entry, Microsoft Office, or Google Workspace).
• Familiarity with hotel property management systems (PMS) preferred.
• Comfortable handling cash and credit card transactions.
• Ability to multitask in a fast-paced environment.
• Reliability and punctuality.
• Valid driver's license, current auto insurance, and reliable transportation required. Must be able to travel between assigned extended-stay communities during the workday as business needs require.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Previous hotel front desk, hospitality, customer service, or property management experience preferred.
• Experience with social media marketing is highly preferred.
• Bilingual English/Spanish is a plus.

Physical Requirements:

• Ability to stand, walk, and move throughout the property for extended periods of time
• Ability to sit, type, and work on a computer for prolonged periods as needed
• Ability to lift, carry, push, or pull up to 25 pounds occasionally
• Ability to bend, stoop, kneel, and reach when stocking supplies or assisting guests
• Ability to communicate clearly in person and over the phone
• Ability to work in a fast-paced environment with frequent interruptions and multitasking
• Must be able to respond quickly and appropriately in emergency or security situations
• Ability to work indoors for extended periods while maintaining professionalism and attentiveness

Benefits and Perks:

• Medical, Dental, and Vision insurance (eligible after 60 days)
• MetLife Supplemental Insurance options
• Employee Assistance Program (legal, financial, and counseling services)
• 401(k) plan (after 90 days)
• Long-Term and Short-Term Disability options
• 15 PTO days, 8 paid holidays, and 1 floating holiday
• Wellness program and e-learning platform for ongoing development

The Nieders Company LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations to qualified individuals with disabilities.