Front Desk Agent

TownePlace Suites Ann Arbor; Ann Arbor (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401k with company match

Medical, Dental, Vision insurance

Wellness benefits

Annual salary review

Job summary

Arbor Lodging is seeking a Front Desk Agent in Ann Arbor to warmly welcome guests, check-in/out, and assist with reservations. You will upsell services and coordinate with other departments to ensure guest satisfaction.

Ideal candidates have a high school diploma, strong communication skills, and the ability to stand for long periods. Training and benefits are provided, with a focus on guest-centric service.

Qualifications

• High school diploma or equivalent required.
• Experience with hotel reservations software preferred.
• Outgoing and friendly demeanor with strong communication.

Responsibilities

• Greet and check-in guests in a friendly manner.
• Assist in taking reservations, pre-registrations, and room blocking.
• Assist large groups upon arrival.
• Direct guests to dining, shopping, and local spots.
• Resolve guest issues promptly and professionally.
• Process payments according to procedure.
• Upsell facilities and services.
• Handle check-out tasks and ensure balances are accurate.
• Coordinate with other departments to resolve guest requests.

Skills

Guest service

Verbal communication

Written communication

Team-oriented

Flexible schedule

Upsell opportunities

Education

High school diploma or equivalent

Tools

Hotel reservations software

Job 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
• Flexible schedule
• 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.