Front Desk Agent

SUMMARY:

Hotel front desk agents are primarily responsible for greeting and welcoming guests upon arrival, registering them, assigning rooms, handling check-ins and check-outs, managing reservations, answering inquiries about hotel services and local attractions, and ensuring a positive guest experience by addressing any concerns or complaints, essentially serving as the primary point of contact for guests throughout their stay.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Pre-Arrival procedures:

• Perform pre-assignment of hotel rooms, including VIPS, repeat guests, all packages, amenities and any special requests. Process deposits and ensure billing routing is accurate.

Check-in/Check-out procedures:

• Processing guest payments, issuing room keys, providing information about hotel amenities, and handling departure procedures.

Reservation management:

• Taking phone reservations, updating reservation details, and managing cancellations.

Guest inquiries:

• Answering questions about hotel services, local attractions, dining options, and transportation.

Handling complaints:

• Addressing guest concerns promptly and professionally, finding solutions to resolve issues.

Communication:

• Effectively communicating with guests, other departments within the hotel, and external vendors. Communication with all departments is crucial to ensure that hotel services are coordinated to provide the best in terms of guest satisfaction.

Telephone operations:

• Answering incoming calls, taking messages, and directing calls to appropriate staff.

Administrative tasks:

• Maintaining guest records, logging information into the property management system, and completing shift reports.

Special requests:

• Accommodating guest requests within reason, such as early check-in, late check-out, or room upgrades

Lost & Found Procedures:

• Follow standard operating procedures

Other duties as assigned by management.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty with a high level of accuracy and in a timely manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to ensure individuals with disabilities perform the essential functions of the role.

EDUCATION and/or EXPERIENCE:

• High school diploma or general education degree (GED); and one-year related experience and/or training.

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret procedure manuals. Ability to effectively present information and respond to questions from guests.

REASONING ABILITY:

• Ability to apply common sense and understanding to conduct detailed written or oral instructions.
• Must be able to speak and understand English.
• Must know and use reasonable care for the safety and security of the guests and team members.
• Must be able to recognize situations which may require a supervisor to step in.

OTHER SKILLS and ABILITIES:

• Ability to operate the Property Management System, capture email, and use the PBX system. Must always be accountable for balancing the daily shift bank and maintaining organization and demonstrate quality service.
• Employees must have a valid driver's license and be able to operate a standard or manual vehicle.

PHYSICAL DEMANDS:

• The physical requirements described here are representative of the typical daily duties required to succeed in the Front Desk Agent Role.
• Employees must be able to stand for long period of time, push, pull, stop, bend, lift, carry, walk, and use tools properly. Must be able to lift or move at least twenty-five pounds.

WORK ENVIRONMENT:

• The work environment and characteristics described here are representative of those an employee must comply with while performing the essential functions of this role.
• Required to use approved Standard Operating Procedures outlined to ensure the highest level of guest satisfaction.
• Possess the ability to reach two feet above your head.
• Understand and implement safety protocol.

Benefits:

• Employee discount
• Paid time off
• Referral program

Schedule:

• 8-hour shift
• Morning (typical hours 7 AM t0 3 PM) & Evening (typical hours 3 PM to 11 PM)
• Holiday and Weekend Shifts (required)

Job Types: Full-time, Part-time

Benefits:

• Employee assistance program
• Employee discount
• Paid time off
• Referral program

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)

Ability to Commute:

• Waterville, ME 04901 (Required)

Work Location: In person