What are the responsibilities and job description for the Front Desk Agent position at HOLLYBROOKE VILLAGE LLC?
POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Specialists take the initiative to deliver a wide range of services that guide guests through their entire stay. Their role goes beyond the traditional front desk to take ownership of the guest experience in the main areas of the hotel with a “guest first” mindset. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, delivering quality meals, or sharing the highlights of the local area, the Guest Experience Specialist makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Specialists will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Specialists – to get it right for our guests and our business each and every time.
Responsibilities
- Greet and check in guests at the front desk, ensuring a welcoming atmosphere.
- Handle guest inquiries and resolve issues promptly to enhance guest satisfaction.
- Manage multi-line phone systems to assist callers and provide information about hotel services.
- Maintain accurate records of guest information and transactions.
- Collaborate with housekeeping and maintenance teams to ensure guest needs are met efficiently.
- Uphold high standards of hospitality and professionalism in all interactions.
Qualifications
- Strong customer service skills with a focus on guest satisfaction
- Experience in front desk operations within the hospitality industry
- Proficiency in handling multi-line phone systems
- Knowledge of hotel management practices and night audit procedures
- Bilingual or multilingual abilities are a plus
- Excellent phone etiquette and communication skills
- Ability to build positive guest relations and manage inquiries effectively
Job Types: Full-time, Part-time
Benefits:
- Employee discount
- Flexible schedule
- Free parking
- Professional development assistance
- Referral program
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overnight shift
- Weekends as needed
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Required)
Language:
- English (Required)
- Spanish (Preferred)
License/Certification:
- Driver's License (Required)
Pay: $13.00 - $14.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Professional development assistance
Experience:
- Customer service: 1 year (Required)
Language:
- English (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Ability to Commute:
- Longview, TX 75605 (Required)
Work Location: In person
Salary : $13 - $14