Front Desk Agent

Job Description - Below are the responsibilities, expectations, and requirements of this position

Position Title: Front Desk Agent

Reports To: Front Office Manager/Operations Manager

Benefits

• Competitive salary based on previous experience ranging from $17 to $20 per hour worked
• 3 weeks paid time off available to be accrued per year
• 40 hours PTO available to rollover each year.
• Health Insurance Benefits - partial coverage paid by hotel
• Dental Insurance Benefits - partial coverage paid by hotel
• Vision Insurance Benefits - partial coverage paid by hotel
• Life Insurance - coverage paid by hotel
• 401k plan with employer matching 100% up to 4% of personal contributions
• Paid holidays
• Monthly MBTA pass paid by hotel

Responsibilities

• Check-in and Check-out guests, keeping their information confidential
• Handle all reservation inquiries, cancellations, and amendments
• Ensure guest satisfaction and uphold the highest quality of guest service
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, travel directions, transportation, or entertainment reservations for guest
• Ability to follow shift checklist and accurately record notes throughout your shift
• Review VIP reservations for incoming and in-house guests
• Sort and track incoming mail and messages
• Transmit and receive messages using all communication avenues
• Ability to accurately use various office software
• Have a full working knowledge and expertise of each shift including night audit
• Accurately perform all cash handling and safety deposit box procedures
• Monitor lobby traffic and control the flow of non-guests entering the hotel when needed
• Must have a comprehensive knowledge of service standards, guest relations, and etiquette
• Must have a comprehensive knowledge of all applicable Federal, state, and local health and safety regulations
• Must have a comprehensive knowledge of the English language to effectively communicate with guests and associates
• Must have excellent mathematical and computer skills
• High school education and or relevant training and experience required. Additional education preferred
• Additional language ability preferred
• roomMaster training preferred, but not required

Expectations

• Always conducts him\herself (acts and dresses) professionally; sets standards for all associates
• Ability to verbally communicate effectively with guests, vendors, and other associates
• Ability to assist with the preparation of statistical reports and presentations as needed
• Ability to accurately report information
• Ability to quickly resolve guest complications such as location changes or credit issues
• Ability to effectively field guest complaints and develop effective solutions and results
• Projects and assignments are completed thoroughly, professionally, and with care
• Adjusts to high-pressure conditions and can adapt to change
• Assumes responsibility for personal growth and development
• Expresses ideas and conveys information clearly, effectively, and professionally
• Attend required meetings
• Ability to remain calm and alert, especially during emergencies or heavy hotel activity