Front Desk Agent

The Townsend Hotel; Birmingham (AL); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Front Desk Agent to provide exceptional guest services and manage reservations. This role involves welcoming guests, assisting with check-ins and check-outs, and maintaining knowledge of local attractions to enhance guest experiences. The ideal candidate will be detail-oriented, tech-savvy, and possess excellent communication skills. Join a dynamic team in a fast-paced environment where your contributions will make a significant impact on guest satisfaction and overall hotel operations.

Qualifications

• Minimum 1 year front desk experience required.
• Foreign language skills are a plus.

Responsibilities

• Provide exemplary guest service and manage reservations.
• Assist guests and coordinate special arrangements.

Skills

Customer Service

Effective Communication

Tech-savviness

Multitasking

Education

High School Diploma

Hospitality/Business Degree

Tools

Opera PMS

Microsoft Office

Micros

Alice

Open Table

Job description

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Description

Job Type: Full-time

PRIMARY RESPONSIBILITIES: The role involves providing guest services, reservations, concierge, and host/hostess assistance.

1. Guest Services (30%)
   • Provide exemplary guest service, respond promptly to inquiries and requests, process mail/messages.
   • Assist guests upon arrival/departure, ensure check-in/out procedures are followed.
   • Manage incoming phone calls and direct them appropriately.
   • Greet guests and escort them to their rooms.
   • Knowledge of Opera Cloud PMS and Alice systems.
   • Handle room service orders and communicate with the kitchen.
2. Reservations (30%)
   • Manage reservation calls and group bookings.
   • Offer upgrades and upsells when applicable.
   • Have thorough knowledge of room types, amenities, and rates.
3. Concierge (25%)
   • Maintain extensive knowledge of local attractions, businesses, and contacts.
   • Make restaurant reservations, arrange transportation, and book tickets for events.
   • Address guest requests promptly, act as a lobby ambassador, and provide local area information.
   • Coordinate special arrangements and learn guest preferences to exceed expectations.
4. Host/Hostess (10%)
   • Manage restaurant reservations and seating arrangements.
   • Assist at the host stand and handle reservation systems like Open Table.
5. Valet (5%)
   • Assist with valet services when needed.

Requirements

Essential Skills: Knowledge of hotel policies, effective communication, tech-savviness (Microsoft Office, Opera PMS, Micros, Alice, Open Table), patience, diplomacy, familiarity with Metro Detroit area, professional representation, detail-oriented, multitasking in a fast-paced environment, valid driver’s license.

Education/Vocational Preparation: High school diploma or equivalent required; hospitality/business degree preferred; minimum 1 year front desk experience; foreign language skills are a plus.

Physical Demands: Ability to read screens/documents, active listening, walking/standing for long periods, typing, lifting 10+ pounds.

This description provides an overview of the role; duties may vary by location.

Salary: $17/hour