Front Desk Agent

Hilton-Garden-Inn-Hote; Ann Arbor (MI); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Annual reviews with raises

401k matching

Health, dental, and vision insurance

Wellness benefits

Job summary

Arbor Lodging in Ann Arbor, MI is seeking a Front Desk Agent to warmly greet guests, manage check-ins and check-outs, issue room keys, verify reservations, and assist with guest questions or complaints.

The role includes handling reservations, pre-registrations, assisting large groups, guiding guests to local dining and shopping, resolving issues promptly, processing payments, and upselling hotel services to enhance guest satisfaction.

Qualifications

• High school diploma or equivalent.
• Credit card handling experience preferred.
• Hotel front desk experience preferred.
• Experience with hotel reservations software preferred.
• Outgoing and friendly demeanor, and willing to go the extra mile to ensure guest satisfaction.
• Positive, upbeat demeanor.
• Excellent written and verbal communication and organizational skills.
• Team-oriented.
• Ability to stand for 8 hours at a time.
• Ability to lift 20 lbs. on occasion.

Responsibilities

• Greet and check-in guests in a friendly manner.
• Assist in taking reservations, pre-registrations, and room blocking.
• Assist large groups upon arrival.
• Assist guests in finding dining, shopping, and other nearby attractions.
• Be the first to handle and resolve guest issues.
• Process payments according to procedure.
• Upsell additional facilities and services.
• Perform all check-out tasks.
• Ensure all cash, checks, and credit card balances at the end of each shift.
• Answer questions and address guest needs and requests.
• Communicate internally with other departments when necessary to resolve a guest concern or request.
• Additional tasks may be assigned at any given time.

Skills

Customer service

Communication

Teamwork

Organizational skills

Stamina

Education

High school diploma or equivalent

Tools

Reservations software

Job description

Description

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.

Summary:

The Front Desk Agent is the first person who greets and welcomes guests when they arrive at the hotel. They are responsible for processing all guest check-ins and check-outs, distributing room keys, registering guests, verifying reservations, and helping guests with any questions or complaints, in addition to addressing guest service needs.

Duties & Responsibilities:

• Greet and check-in guests in a friendly manner
• Assist in taking reservations, pre-registrations, and room blocking
• Assist large groups upon arrival
• Assist guests in finding dining, shopping, and other "hidden gems" nearby
• Be the first to handle and resolve guest issues
• Process payments according to procedure
• Upsell additional facilities and services
• Performs all check-out tasks
• Ensure all cash, checks, and credit card balances at the end of each shift
• Answer questions and address guest needs and requests
• Communicate internally with other departments when necessary to resolve a guest concern or request
• Additional tasks may be assigned at any given time

Requirements

Qualifications:

• High school Diploma or equivalent
• Credit Card handling experience preferred
• Hotel Front Desk experience preferred
• Experience with hotel reservations software preferred
• Outgoing and friendly demeanor, and is willing to go the extra mile to ensure complete guest satisfaction
• Positive, upbeat demeanor
• Excellent written and verbal communication and organizational skills
• Team-oriented
• Ability to stand for 8 hours at a time
• Ability to lift 20 lbs. on occasion

Benefits:

• Competitive salary
• Annual review with increase potential
• 401k program with company match
• Medical, Dental, and Vision insurance available to eligible employees
• Wellness benefits available to eligible employees

Arbor's Guiding Principles:

Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within the properties:

• Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient.
• Lead with Heart - Be kind, passionate and hospitable.
• Be Accountable - Take ownership and deliver results.
• Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.
• Celebrate Differences - Embrace diversity; respect individual opinions and ideas.

Pay is based upon several factors including but not limited to local labor markets, education, work experience, certifications, etc. We comply with all minimum wage laws as applicable. In addition to your annual salary, we offer a comprehensive benefits package, and 401k contributions (all benefits are subject to eligibility requirements).

Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.