What are the responsibilities and job description for the Front Desk Agent position at Cobblestone hotel and Suites-McCook?
Overview
Position Summary
The Front Desk Agent is responsible for providing friendly, professional, and efficient service to hotel guests throughout their stay. This position serves as the first point of contact for guests and is responsible for handling check-ins, check-outs, reservations, guest requests, payments, and general front-desk operations.
The ideal candidate is dependable, friendly, organized, and able to remain calm and helpful in a busy environment. Front Desk Agents are expected to work as part of a team and assist with other hotel duties when needed.
Essential Duties and Responsibilities
Guest Service
- Greet guests promptly and courteously.
- Provide a welcoming and professional first impression.
- Check guests in and out accurately and efficiently.
- Answer questions about the hotel, rooms, amenities, local restaurants, attractions, and directions.
- Respond to guest requests, concerns, and complaints in a professional manner.
- Follow up on guest concerns and notify management when necessary.
- Maintain a positive and helpful attitude at all times.
Reservations & Payments
- Make, modify, and cancel reservations according to hotel procedures.
- Verify guest information and reservation details.
- Process payments, deposits, refunds, and charges accurately.
- Balance cash drawer and complete required paperwork or reports.
- Follow hotel procedures for credit cards, cash, and guest accounts.
- Protect guest information and maintain confidentiality.
Telephone & Communication
- Answer the hotel telephone professionally and promptly.
- Take messages and direct calls to the appropriate person.
- Respond to guest requests received by phone or at the front desk.
- Communicate important guest information to housekeeping, maintenance, and management.
Hotel Operations
- Monitor the lobby and front-desk area and keep it clean, organized, and welcoming.
- Assist with breakfast, laundry, lobby, or other hotel duties when needed.
- Communicate room status and maintenance concerns to the appropriate department.
- Report maintenance issues, safety concerns, or unusual activity to management.
- Assist with lost and found procedures.
- Follow hotel policies and procedures.
- Complete assigned opening, closing, and shift duties.
- Maintain accurate records and complete required checklists and reports.
Safety & Security
- Follow all hotel safety and emergency procedures.
- Report suspicious activity, accidents, or safety concerns immediately.
- Protect guest room keys and guest information.
- Follow procedures regarding guests, visitors, and access to hotel areas.
Qualifications
- Previous customer service or hotel experience preferred but not required.
- Must have excellent customer-service and communication skills.
- Must be dependable and able to arrive on time for scheduled shifts.
- Must be able to work independently and as part of a team.
- Must be comfortable using computers and learning hotel software.
- Must be able to handle cash and credit-card transactions accurately.
- Must be able to remain professional and courteous when dealing with difficult situations.
- Must be willing to assist with various hotel duties as needed.
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to sit, bend, reach, and occasionally lift or carry supplies.
- Ability to lift approximately 25 pounds.
- Ability to work in a fast-paced environment.
- Ability to perform repetitive computer and telephone tasks.
Work Environment
Front Desk Agents may work mornings, afternoons, evenings, weekends, and holidays depending on the hotel schedule. Because this is a guest-service position, flexibility and reliability are important.
Employee Expectations
All Front Desk Agents are expected to:
- Treat guests and coworkers with respect.
- Maintain a clean and professional appearance.
- Arrive on time and be prepared to work at the beginning of each shift.
- Follow hotel policies and procedures.
- Communicate effectively with other departments.
- Take ownership of guest concerns and seek assistance from management when appropriate.
- Help create a clean, comfortable, and welcoming environment for every guest.
Pay: $15.50 - $16.00 per hour
Benefits:
- 401(k)
- Paid time off
Work Location: In person
Salary : $16 - $16