What are the responsibilities and job description for the Front Desk Agent II position at The Westgate Hotel?
Front Desk Agent II performs all duties of Agent I with added responsibilities such as handling VIP guests, resolving complex issues, and mentoring new team members. This role ensures elevated service levels and smooth daily operations.
Responsibilities:
- Handle escalated guest concerns professionally and efficiently
- Perform check-ins/outs with accuracy and hospitality
- Assist with training and onboarding of new agents
- Serve as a liaison for VIP and returning guests to ensure satisfaction
- Monitor room availability and coordinate with housekeeping for early arrivals
- Support supervisors in daily tasks and team communication
Qualifications:
- 1–2 years of hotel front desk experience required
- Strong knowledge of hotel operations and reservation systems
- Demonstrated leadership qualities and problem-solving skills
- Excellent communication and multitasking abilities
- Must have strong attention to detail and guest service mindset
Physical Demands:
- Must be able to stand for extended periods (up to 8 hours)
- Must be able to lift up to 30 lbs occasionally
- Frequent use of hands and fingers for typing and phone handling
- Occasional bending or reaching to retrieve materials