Front Desk Agent - Part Time Weekends

The Edgewater is an independent, historic hotel and luxury urban resort, located in the heart of downtown Madison next door to the University of Wisconsin-Madison, and within walking distance of the Capitol Square. The Edgewater offers 202 rooms, 12,000 square feet of banquet and meeting facilities, 5 dining outlets, a spa, an acre of outdoor public space and a public pier and boat slips. We have been recognized as a AAA Four Diamond Property (2015 – 2021), ranked as one of the best hotels in the Midwest in Conde Nast Traveler’s readers’ poll (2017, 2018, 2020), a top 500 hotel in the world by Travel+Liesure readers (2021), and recently won the Best Historic Hotel in US (201 to 400 rooms) in 2023.

What We Accomplish Together

If you enjoy displaying your exceptional customer service skills while interacting with a wide variety of guests daily, the Front Desk Agent position is the job for you. Front Desk Agents play a very important role in the overall functions of the Edgewater. As a Front Desk Agent, you will be responsible for ensuring a seamless check in and check out and assisting guests with needs or requests all while maintaining an energetic, professional, and welcoming demeanor. The Edgewater demands the highest quality of customer service, and the Front Desk Agent position allows you to set the tone for guests’ entire experience upon their arrival. You will also be tasked to provide departure experience which is both efficient and memorable. The Front Desk position is where your hard work ethic and exceptional customer service skills are appreciated and recognized by both the guests and The Edgewater Team.

What We Have

• Flexible scheduling including days, nights and weekends.
• A comprehensive benefit package including Medical, Dental and Vision coverage as well as Paid Time Off, 401K contribution matching and voluntary life insurance.
• Discounts to our 3 onsite restaurants.
• Discounts to our onsite Spa’s services and retail as well as discounted stays at affiliated hotels.
• Discounted onsite parking for full-time team members, discounted off-site parking for part-time team members, or a supplied Madison Metro bus pass.

What You Have

• Previous guest service experience. Experience within a hospitality role is a plus.
• The physical ability to carry out all job duties efficiently.
• A caring, positive attitude with a genuine interest in ensuring our customers have memorable experiences.
• A team-oriented attitude and a detail-focused mind.
• Excellent customer service skills with the desire to work in a team environment.
• A flexible schedule to accommodate our weekend and holiday availability.

Essential Job Functions

The main duties of a Front Desk Agent are to assist guests with arrival and departure, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous and friendly manner. You are expected to carry out job tasks as outlined in the Front Office Training Manual, learn and follow the relevant operating procedures and conduct yourself in a manner compliant with The Edgewater Brand Standards. You are required to use the appropriate phrases and greetings when interacting with guests, colleagues and visitors. You will be expected to provide information pertaining to available services and facilities of the hotel, ongoing and scheduled functions and events, and to make room and dining reservations as needed. Offering assistance to the individual needs and requests of all guests, ensuring guest satisfaction, communicating any deficiencies to appropriate departments and leaders and maintaining guest confidentiality at all times are all essential responsibilities. Every Front Desk colleague at The Edgewater always conducts her- or himself in a friendly and attentive manner during all guest encounters, uses proper telephone, text message and reservation etiquette, and is trained to handle room inventory and to quote correct rates for rooms and stay packages. You will be required to accurately manage your personal cash bank. You will be operating in a dynamic and fast-paced environment so the abilities to multitask, prioritize and be a detail-oriented and organized team player will be key. A Front Desk Agent at The Edgewater is expected to communicate pertinent shift information to the next shift and direct supervisor and to adhere to all safety policies and procedures.

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Other duties may be assigned by a manager/supervisor.

Working Conditions

This position operates in a professional office environment. The role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position requires weekend work.

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This position is very active and is frequently required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms, occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.