Are you a people-oriented individual with a passion for providing exceptional customer service? Do you thrive in a fast-paced and dynamic environment? Join our team as a Front Desk Agent and be the friendly face that welcomes and assists our guests, ensuring a memorable and enjoyable experience.

SUMMARY

Under the direction of the Front Office Manager/Rooms Division Manager, the Front Desk Agent will be responsible for ensuring our guests receive the highest level of guest service, and hotel standards are met and maintained at all times. The Front Desk Agent must be professional, energetic, passionate and customer-focused. This position must have outstanding customer service as they are the first people guests are greeted by, so kindness is key!

EDUCATION, QUALIFICATION AND REQUIREMENTS

• One to two years of related hospitality experience preferred.
• Experience in all aspects of customer service.
• 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
• Ability to analyze and interpret clients’ needs and offer the appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection-handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Able to build and maintain lasting relationships with corporate departments, key business partners and customers.
• Knowledge of using Computer and MS Office Applications
• ProServe certification, ProTect certification is an asset
• Able to effectively communicate both verbally and in writing, in English.
• As a condition of employment, associates are to have a criminal record check prior to their first day of work

• Warmly greets and assists all guests
• Check guests in and out of the hotel; answer inquiries; arrange guest transportation.
• Ensure all Hotel standards for Front Desk Agents are being met and exceeded.
• Count and verify cash, shift activity, keys, gift certificates, etc., with departing shift.
• Print updated in-house, arrival, departure, and room status reports.
• Check telephone interfaces throughout the shift; check all unresolved departures.
• Review service requests for arrivals; complete welcome calls.
• Refer all inquiries to the appropriate individuals or departments across the organization.
• Take and record telephone calls, emails, or written messages for in-house guests.
• Observe and report any security issues.
• Respond to clients’ complaints in a timely and professional manner
• Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
• Upsell additional facilities and services, when appropriate
• Arrange transportation for guests, if needed
• Perform other duties as assigned.