Front Desk Agent

Description

• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• Report any irregular behavior from guests in public areas and or in room.
• Work on multiple tasks, making appropriate progress towards deadlines
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Consistently utilize Empower guest experience tool to reference, maintain, and add guest requests, preferences, and communication details in accordance with property, company, and brand guidelines.
• Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
• Maintain the highest degree of confidentiality
• Assist and resolve any guest billing inquiries and/or concerns.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Develop and maintain positive working relationships with others.
• Follow scheduled shifts and follow break and lunch requirements.
• Manage differing personalities within the office, the hotel, and the community.
• Ensure successful performance results, including assisting guests with an exceptional experience to ensure high guest survey scores on GSS, according to Marriott and Mainsail standards
• Maintain cleanliness and order of work area.
• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
• Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
• Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.

Requirements

• Able to work independently, take direction, and provide direction to others
• Open availability preferred
• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
• Ability to work effectively in stressful, high pressure situations
• Excellent communication skills, both verbal and written
• Proven experience working in a clean, organized, and efficient manner
• Excellent customer service skills
• Strong collaboration skills and ability to coordinate with a team
• Ability to take initiative and handle assignments with limited supervision.
• Ability to lift, pull 50 lbs
• Ability to use technology, e.g., computers, tablets, and iPads
• Ability to communicate clearly
• Ability to sit or stand for extended periods of time
• Corrected vision to normal range
• Experience in handling confidential information
• Previous Opera PMS experience preferred
• EVENING & WEEKEND AVAILABILITY REQUIRED***
• Ability to bend
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Ability to work long hours as needed
• Previous hospitality experience preferred
• Ability to take initiative and handle assignments with limited supervision
• Make sound judgments quickly
• High School diploma or higher

Benefits

• All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement
• Medical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

Training + Development

Interview process

Visa Sponsorship

Security clearance