Front Desk Agent, Rivet House

Position Summary

Rivet House Hotel is a thoughtfully designed boutique property in Athens, Georgia. We pride ourselves on delivering a personalized guest experience, blending elevated service with a warm, welcoming atmosphere. With 50 rooms and a close-knit team of employees, we focus on quality, attention to detail, and creating memorable stays for every guest.

The Front Desk Agent is the first point of contact for guests at Rivet House Hotel and plays a key role in delivering a warm, personalized, and seamless guest experience. This position is responsible for managing the front desk operations, assisting guests throughout their stay, and ensuring all interactions reflect the hotel’s boutique service standards.

Responsibilities

• Greet guests warmly and provide a welcoming, attentive arrival and departure experience
• Manage check-in and check-out processes efficiently and accurately
• Anticipate guest needs and proactively offer assistance, recommendations, and solutions
• Handle guest inquiries, requests, and concerns with professionalism and care
• Maintain a thorough knowledge of the hotel, amenities, and the Athens area to provide tailored recommendations

• Answer and direct phone calls, emails, and reservations inquiries
• Process reservations, modifications, and cancellations in the property management system
• Handle cash, credit card transactions, and folio accuracy
• Maintain organized front desk workspace and accurate records
• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction
• Communicate effectively with Rooms Manager and other departments to ensure smooth operations
• Relay important guest information, VIP arrivals, and special requests
• Support team members as needed in a collaborative, small-team environment
• Address and resolve guest concerns promptly, escalating when appropriate
• Maintain composure and professionalism in high-pressure or unexpected situations

• Previous hospitality, customer service, or front desk experience preferred
• College degree in a hospitality-related field is preferred but not required. Additional related certifications are preferred but not required.
• Strong interpersonal and communication skills
• Friendly, outgoing, and service-oriented personality
• Highly organized with attention to detail
• Ability to multitask and adapt in a fast-paced environment
• Comfortable using computers and hotel systems (PMS experience a plus)
• Flexible schedule, including evenings, weekends, and holidays
• The employee is regularly required to stand and sit for periods of time, walk the property, and climb stairs. The employee must occasionally lift and/or move up to fifty pounds.