Front Desk Agent

The Front Desk Agent is responsible for providing exceptional customer service to hotel guests, handling check-ins and check-outs, and addressing guest needs and concerns. This role is pivotal in creating a welcoming and smooth guest experience while ensuring the hotel's operational procedures are followed efficiently. Familiarity with Choice Advantage is a plus. Hotel experience also a plus. Key Responsibilities: 1. Guest Check-In and Check-Out:

• Greet guests warmly upon arrival and provide a professional check-in process.
• Verify reservation details and handle guest requests for upgrades, special accommodations, etc.
• Process guest check-out and ensure billing is accurate, including handling any adjustments or concerns.

2. Guest Service and Assistance:

• Answer guests' questions about hotel services, local attractions, and amenities, ensuring a positive guest experience.
• Address guest complaints, issues, and special requests in a timely and professional manner.
• Provide guests with necessary information, such as directions, transportation options, and local recommendations.

3. Reservation Management:

• Handle incoming phone calls, emails, and in-person inquiries regarding room availability, rates, and reservations.
• Process reservations through the property management system (PMS), ensuring accurate data entry and reservation details.
• Assist with managing overbookings, cancellations, and no-shows.

4. Billing and Payment:

• Accurately process payments for room stays and incidentals, including cash, credit cards, and other methods.
• Issue receipts and ensure guests understand the charges on their bill.
• Ensure proper handling of cash, credit card information, and other sensitive data in compliance with hotel security protocols.

5. Administrative and Operational Support:

• Maintain accurate guest records and ensure confidentiality of all personal information.
• Complete daily reports, including occupancy status, reservations, and special guest requests.
• Coordinate with housekeeping and maintenance to ensure rooms are prepared for guest arrival.
• Monitor and update guest preferences to enhance personalized service for repeat visitors.

6. Communication and Collaboration:

• Collaborate with other hotel departments (housekeeping, maintenance, F&B, etc.) to ensure smooth operations and address any guest concerns.
• Communicate guest preferences and feedback to relevant departments for improved service delivery.
• Respond promptly to requests for assistance or information from both guests and colleagues.

7. Security and Safety:

• Ensure the safety and security of guests, staff, and hotel property by following established protocols.
• Monitor the hotel’s security system and report any suspicious activity or security concerns immediately.
• Assist in emergencies or incidents, including medical or fire-related situations, and follow procedures as needed.

8. Upselling and Sales:

• Promote hotel services, amenities, and packages to guests during check-in and throughout their stay.
• Upsell room upgrades, late check-out, special services, and other hotel offerings to increase revenue.

9. Shuttle driving:

• Drive guests to the local shopping mall, light rail station, and pickup and drop off guests at the airport.

Qualifications: Education and Experience:

• High school diploma or equivalent required. Associate’s degree in Hospitality or related field preferred.
• Previous customer service experience in a hospitality or retail environment is an advantage.
• Experience with hotel reservation systems, specifically ChoiceAdvantage, or point-of-sale systems is a plus.
• Clean driving record with a valid drivers license.

Skills and Abilities:

• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-first attitude.
• Ability to multi-task in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to handle difficult or stressful situations with professionalism.
• Proficient with computers and basic office software (MS Office, hotel property management systems, etc.).
• Knowledge of local attractions, restaurants, and transportation options is a plus.

Physical Requirements:

• Ability to stand for extended periods of time.
• Ability to lift and carry light to moderate items (e.g., bags, office supplies).

Shifts: Front Desk Agents, must have flexibility, and a willingness to work mornings, afternoons, evenings, weekends, and holidays. Job Type: Full-time Pay: $21.00 - $22.00 per hour Expected hours: 32 – 40 per week Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Free parking
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift

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