Front Desk Agent

Hocking College; The Lodge; On-site; CAD 30,000 - 60,000; Full time

Job summary

A prestigious educational institution in Nova Scotia, Canada, is seeking a Front Desk Agent to oversee operations at the Lodge. The ideal candidate will greet and assist guests, manage check-in/check-out processes, and ensure guest satisfaction in a service-oriented environment. Candidates should possess communication, organizational skills, and previous customer service experience. Join a dynamic team dedicated to enhancing the guest experience at this respected institution.

Qualifications

• Minimum 18 years of age.
• Ability to perform well under stress and deadlines.
• Experience in hospitality or customer service preferred.

Responsibilities

• Greet guests warmly both over the phone and in person.
• Process guest check-ins and check-outs securely.
• Anticipate and address guests' needs and resolve complaints.

Skills

Customer service experience

Organizational skills

Verbal communication

Written communication

Interpersonal skills

Tools

Microsoft Office

Job description

Under the direct supervision of the General Manager of the Lodge at Hocking College, the Front Desk Agent will oversee all front desk operations at the Lodge. The Front Desk Agent will serve as the first and primary contact with all customers and must possess an understanding of quality service in a consumer-focused environment. This includes greeting the customer upon arrival, providing a seamless check-in and check-out process, answering phone calls, addressing customer needs and resolving customer concerns, and representing the college and hotel.

Duties and Responsibilities

• Offer sincere and warm greetings to guests over the phone and in person.
• Processing guest check-ins and checkout.
• Handling cash, credit, and debit transactions in a secure manner.
• Anticipating and addressing guests' needs, and resolving their problems and complaints.
• Assisting guests with disabilities.
• Operating switchboard and assisting with inquiries.
• Assist callers with making reservations or answering questions.
• Ensuring guest satisfaction by communicating and collaborating with other internal departments regarding guest requests.
• Complying with company procedures and safety policies.
• Performing duties on a daily checklist.
• Assist with breakfast, food, and event setup and teardown.

Qualifications – Education, Experience, and Skills

• Must be a minimum of 18 years of age.
• Ability to understand basic job tasks and procedures, preferably in English.
• Ability to work under stressful conditions and deadlines.
• Ability to maintain confidentiality of guest information and hotel data.
• Ability to work cohesively with staff and other departments as part of a team.
• Hotel or customer service experience preferred.
• Knowledge of Microsoft Office preferred.
• Outstanding written and verbal skills.
• Organizational, record-keeping, and interpersonal skills.
• Knowledge of hotel processes and procedures.
• Understanding of rules and regulations regarding health and safety in the hospitality industry.
• Confidentiality.
• Caring attitude toward guests and clients.
• Learning and self-motivation skills.
• Knowledge of organizational structure.
• Openness to suggestions for improvement.
• On-time and present for work.
• Flexibility in dealing with others.
• Ability to work as a team member.
• Ability to prioritize work.
• Behaves in accordance with Hocking College mission, goals, and values.

Reasonable accommodations may be requested and reviewed according to the Americans with Disabilities Act (ADA).