Front Desk Agent (225-919)

As a Front Desk Agent, you are the welcoming face of our establishment, the first point of contact for guests seeking our services. Your role is pivotal in ensuring that guests experience a seamless check-in and departure process, maintaining the smooth operation of the front desk in alignment with hotel standards. This involves a range of tasks, from answering phone calls and managing reservations to providing local information to enhance our guests' stay. Multitasking proficiency, exceptional communication skills, and a service-oriented mindset are crucial for success. You act as the liaison between our guests and the hotel departments, fostering an environment of hospitality that leaves a lasting impression and encourages future visits.

Responsibilities

• Warmly welcome and check in guests, ensuring a smooth registration process.
• Provide accurate information about available services, amenities, and local attractions.
• Manage room reservations through telephone, email, and in-person inquiries efficiently.
• Handle guest check-outs with accuracy and process payments accordingly.
• Resolve guest complaints and issues with a professional and courteous attitude.
• Enforce security protocols to ensure guest safety and confidentiality of information.
• Maintain a clean and organized front desk area at all times.
• Liaise with housekeeping and maintenance staff to manage room availability status.
• Assist guests with special requests, including dining reservations and transport arrangements.
• Update guest records and process important documentation accurately and timely.
• Operate the telephone switchboard and efficiently route calls to the correct departments.
• Upsell hotel services and promote ongoing or special offers to maximize revenue.

Requirements

• High school diploma or equivalent, vocational training in hospitality is preferred.
• Previous experience as a Front Desk Agent or similar role in hospitality industry.
• Exceptional communication skills, both verbal and written, are required.
• Proficient in using office equipment and reservation management software systems.
• Strong multitasking abilities and excellent problem-solving skills are essential.
• Flexibility to work varying shifts, including nights, weekends, and holidays.
• A friendly, engaging personality with a genuine enthusiasm for customer service.