Front Desk Agent

Jiten Hotel Management; Brockton (MA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in the hospitality industry is seeking a Front Desk Associate in Brockton, MA. The role involves providing exceptional service to guests, handling check-ins and check-outs, and maintaining front desk operations. Candidates should possess strong customer service skills and a high school diploma. Flexibility with scheduling is essential.

Qualifications

• Requires standing for a significant period.
• Able to work a flexible schedule, including nights, weekends, and holidays.

Responsibilities

• Greet and register guests, provide assignments, and accommodate special requests.
• Handle guest check-ins and check-outs efficiently and professionally.
• Ensure all cash, check, and miscellaneous department balances at the end of each shift.

Skills

Customer Service

Professional Demeanor

Education

High School Diploma or GED

Post-secondary Education or Training

Job description

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Front Desk Associates are the “FACE” of our Hotel. You are serving guests at the front desk while providing the highest level of service possible in an efficient, courteous, and professional manner by following Jiten Hotel Management's standards and your Brand Standards, Responsibilities, Guidelines, and Procedures outlined in your company's handbook.

Responsibilities

• Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform to standards.
• Handle all duties according to hotel policies, procedures, internal rules, and standards. Conform to cash handling procedures at all times.
• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards, and stay up to date with all changes, new procedures, and events.
• Have knowledge about room rates, packages, discounts, and promotions, and know how to handle each.
• Have knowledge about guest rooms, locations, amenities, features, and all other services offered by the hotel.
• Provide the highest quality of service to the customer at all times.
• Answer the phones according to proper etiquette and as quickly as possible, no more than three rings.
• Greet and register guests, provide assignments, and accommodate special requests whenever possible. Assist in pre-registration and blocking of reservations.
• Have working knowledge of reservations and procedures, take reservations, and know the cancellation procedures and walk policy.
• Handle guest check-ins and check-outs efficiently and professionally.
• Communicate with incoming shift by logging pertinent information in the Pass On Log.
• Ensure all cash, check, and miscellaneous department balances at the end of each shift.
• Check all credit cards to ensure they are valid. Use Telecheck cashing services to verify checks.
• Keep Housekeeping informed of special requests, late check-outs, and other specific needs.
• Receive and transmit mail, phone, and written messages confidentially for guests.
• Answer inquiries regarding hotel services, shopping, dining, entertainment, and travel directions.
• Post charges to guest bills, collect payments, and make change following all cash procedures.
• Handle special service requests, including securing guest valuables in safety deposit boxes.
• Be knowledgeable about the hotel’s brand priority members program.
• Have thorough knowledge of emergency procedures.
• Identify potential sales contacts through guest interaction and report to the Sales Department.
• Be able to move luggage or packages weighing up to 30 pounds.
• Keep the front desk and back office area clean at all times; utilize spare time for cleaning and maintain computer equipment.
• Adhere to all work rules, procedures, and policies, including those in the employee handbook.
• Perform other duties as assigned, within your capabilities.
• Assist guests with problems and questions, ensuring all issues are resolved per management procedures.
• Be familiar with all emergency procedures and know how to act on them.
• Be flexible with your work schedule.
• Familiarize yourself with daily checklists to ensure smooth operations.

Qualifications

• High school diploma or GED required; post-secondary education or training preferred.
• Requires standing for a significant period.
• Excellent customer service skills.
• Pleasant, professional, and helpful demeanor.
• Able to work a flexible schedule, including nights, weekends, and holidays.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Hospitality

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