Hotel Front Desk Agent

About This Role

The Front Desk Agent is often the first point of contact for guests and plays a vital role in shaping their impression of the hotel. As the friendly face of the property, the Front Desk Agent demonstrates a warm, approachable personality and a genuine desire to work with people. You are responsible for engaging with guests in a welcoming, professional, and efficient manner while ensuring their needs are met and expectations exceeded.

Responsibilities

• Anticipate guests’ needs, respond promptly and acknowledge all guests in a timely manner
• Maintain positive guest relations at all times
• Resolve guest complaints and ensure guest satisfaction
• Maintain a complete knowledge of hotel features/services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities
• Process all guest check-ins and verify registration information with the guest
• Handle overbooked or 'walked' guests
• Accept and record wake-up call requests
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Resolve discrepancies on the room status report with housekeeping
• Train with and learn Food and Beverage operations to fill in as needed

Requirements

• Previous experience working as a front desk agent or in a similar role
• A high school diploma or equivalent vocational training certificate
• Experience working at a hotel establishment (highly desired)
• Proficiency with computers
• Basic math skills
• Ability to provide excellent customer service and maintain a professional demeanor at all times
• Ability to input and access information in the property management system and/or points-of-sale system
• Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests
• Must be attentive, friendly, helpful, and courteous to clients, guests, and associates
• Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression
• Punctual for all shifts to ensure consistent coverage of front desk responsibilities and service to guests

Nice to have:

• Great verbal and written communication skills
• The ability to create a fun and supportive working environment

Benefits

• Comprehensive benefits package including medical, dental, and vision (Full Time Associates)
• Life insurance (Full Time Associates)