Front Desk Agent

The Front Desk Agents primary function is to serve as our guests’ first point of contact and manage all aspects of their accommodation. Hotel Front Desk Agent responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.

Schedule

• Tuesday- Saturday 9am to 6pm

Areas of Responsibility and Duties

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients’ complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments
• Observe established policies and procedures

• Other duties as assigned

Key Competencies

• Communication Skills – Ability to listen and effectively communicate booking information and policies
• Selling – Ability to sell and upsell
• Reliability – is dependable, consistent and does not have attendance issues
• Self-starter- is self-motivated and takes the initiative to complete tasks, doesn’t require constant supervision and direction
• Solution oriented – collect and analyze information, problem-solve and improve efficiency
• Adaptability - able to learn and adopt new software.
• Auditing - willing to audit and be audited

Qualifications

Education

• High School Diploma, GED or equivalent
• Associate degree preferred

Skills

• Proficient in Microsoft Office programs including Word, Excel and Outlook
• Multi-tasking interactions and tasks with front facing guests, telephone and software

Abilities

• Ability to effectively communicate, both orally and in writing
• Ability to learn and use new software and tools
• To commute to and from work reliably

Experience

• 2 years’ experience in Hotels, Vacation Rentals, Sales or Customer Service experience
• 2 years’ experience in a guest front facing position

Working Conditions

This position operates in a professional work environment. This position will be a member of a call-center team or work remotely as a sales agent. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All potential employees are required to pass a background check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows and air-intake vents. This position requires employees to follow company dress code.

Physical requirements

This job is primarily performed at a stationary desk in an office and can be done sitting or standing. Lifting/moving requirements are generally 25 pounds or less. There may be occasional need to crouch, stoop and bend. Normal workdays are between eight and ten hours and overtime may be needed to fulfill job duties.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the job description at any time with or without notice. Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.