FRONT DESK AGENT ACCOUNTABILTY: The Front Desk Agent plays an integral role in ensuring the smooth and efficient operations of our hospitality establishment. As a Front Desk Agent, you will be at the forefront of guest interactions, contributing to their overall experience and satisfaction. Your attention to detail, customer service skills, and ability to multitask are essential to the success of our team. The Front Desk Agent is a key ambassador of the hotel and is responsible for creating a positive first impression for guests. They play a vital role in ensuring a pleasant stay by providing exceptional customer service and assistance throughout a guest's visit.
REPORTS TO AND IS SERVED BY: The Front Office Manager, Assistant General Manager, or General Manager
WHAT TO EXPECT Guest Check-In and Check-Out: Greet guests warmly, process check-ins, and provide room keys. Assist with check-out procedures, including settling bills and ensuring a smooth departure experience.
Reservations: Manage room reservations, including taking bookings over the phone, online, or in person. Ensure accuracy and timely confirmation of reservations.
Customer Service: Provide outstanding customer service by addressing guest inquiries, concerns, and requests promptly and professionally. This includes providing information about hotel amenities, local attractions, and services.
Room Assignments: Assign rooms to guests, taking into consideration guest preferences and room availability. Ensure the correct room type and rate are assigned.
Payments and Billing: Handle guest payments, process credit card transactions, and maintain accurate billing records. Resolve any billing discrepancies or issues.
Key Control: Maintain control of room keys and ensure they are securely stored and issued to the correct guests.
Safety and Security: Monitor the hotel's security system and be prepared to respond to emergency situations. Follow security procedures and report any suspicious activity.
Luggage Assistance: Assist guests with their luggage, especially during check-in and check-out. Offer guidance on parking, amenities, and local services.
Concierge Services: Act as a concierge by arranging transportation, making restaurant reservations, and providing information on local events and attractions.
Front Desk Operations: Keep the front desk area organized and well-maintained. Manage a variety of administrative tasks, including filing, faxing, and email communication.
Cash Handling: Handle cash transactions, maintain a balanced cash drawer, and complete daily financial reports and receipts accurately.
Other duties as assigned and supporting other departments when required.
Attend and participate in all property or department meetings as requested.
Obtain any required certifications necessary.
HELD ACCOUNTABLE TO Guest satisfaction, brand standards, property and room preparation, preparing a welcoming environment, and cleaning and sanitization.
SOFT SKILLS CHARACTERISTICS : Independent, assertive, self-confident, data-driven, introspective, deliberate, and organized.
CORE COMPETENCIES : Customer focus, communication skills, technical learning, action oriented, decision quality.
MINDSET : Entrepreneurial and infinite mindset, which prioritizes both personal and professional growth.
HARD SKILLS EDUCATION AND EXPERIENCE: High school diploma or equivalent (additional hospitality education is a plus).
Previous experience in customer service, hospitality, or front desk roles preferred.
Proficiency in using reservation systems and hotel software.
Strong communication skills, both verbal and written.
Ability to work in shifts, including evenings, weekends, and holidays.
PHYSICAL DEMANDS: Lift, carry, push, and pull up to 35 lbs.
TRAVEL: NA
POSITION : On-site work at the hotel property.
Benefits of working at Historic Park Inn Hotel Paid Onboarding Paid Training 401k plan with Safe Harbor Match eligible for the first open enrollment after 90 days Paid Holidays for holidays worked (double time!) Hotel room discounts Opportunities for career progression A thriving culture that provides genuine hospitality The ability to own and empower your work Join a great team of like-minded individuals who work hard and smart at the same time If you are a full-time employee, you will also receive these benefits in addition to the amazing benefits above: Health and Dental through Wellmark Blue Cross Blue Shield and Vision through Avesis anywhere from a single to a family policy (eligible the first of the month following 60 days of employment) Paid vacation and sick leave
