Front Desk Agent

Ensemble; Camden (NJ); On-site; USD 17,000 - 25,000; Full time

Job summary

Ensemble in Camden, NJ seeks a friendly Front Desk Associate to manage guest check-ins/outs, reservations, and inquiries. You will handle cashier functions, process payments, balance cash banks, and communicate wake-up calls and room needs across departments.

Maintain security and confidentiality, provide superior service, and uphold grooming standards. The role requires staying on your feet, multitasking, and working with a team to ensure a seamless guest experience in a fast-paced hotel

Qualifications

• Prior experience in guest services or front desk preferred.
• Ability to follow policies, maintain confidentiality, and protect assets.
• Excellent phone etiquette and clear communication.
• Able to assist guests with disabilities and accommodate special requests.

Responsibilities

• Coordinate and oversee all guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests.
• Verify, process, and secure all forms of payment; review and reconcile guest accounts to ensure billing accuracy.
• Issue, activate, and manage guest room keys.
• Respond promptly to guest inquiries, requests, and messages, ensuring appropriate follow-up and resolution.

Skills

Customer service

Communication

Professional appearance

Problem solving

Teamwork

Job description

Description

Coordinate and oversee all guest arrivals and departures, including check-ins, check-outs, room reservations, modifications, cancellations, and special requests. Verify, process, and secure all forms of payment; review and reconcile guest accounts to ensure billing accuracy. Issue, activate, and manage guest room keys. Respond promptly to guest inquiries, requests, and messages, ensuring appropriate follow-up and resolution. Generate and maintain contingency reports to provide accurate guest records in emergency situations. Educate guests on room features and hotel amenities, services, operating hours, and local attractions. Investigate and follow up on unresolved guest concerns or outstanding requests from previous shifts to ensure complete resolution. Review daily operational reports and logs to maintain awareness of hotel activities and guest needs. Complete required cashier functions and end-of-shift reports within designated systems. Receive, document, and communicate wake-up call requests to the appropriate department. Maintain accountability of assigned cash banks by balancing and securing funds at the beginning and end of each shift. Process cash, credit card transactions, vouchers, corrections, miscellaneous charges, and provide accurate change. Report guest incidents involving loss, theft, or security concerns to management.

Requirements

Follow all company policies, procedures, and service standards. Promptly report accidents, injuries, unsafe conditions, or maintenance concerns to management. Maintain a neat, professional appearance in accordance with company grooming and uniform standards. Protect confidential information and safeguard company assets. Welcome every guest in a warm and professional manner, providing service that anticipates and exceeds guest expectations. Accommodate and assist guests with disabilities in accordance with company standards. Express genuine appreciation to guests and create a positive guest experience. Communicate clearly and professionally with guests and associates, including proper telephone etiquette. Build and maintain effective working relationships with colleagues and support team objectives to achieve operational goals. Adhere to quality assurance standards and service excellence expectations. Remain on feet or seated for extended periods as required by business demands. Lift, carry, push, pull, or move items weighing up to 10 pounds without assistance. Perform additional duties and responsibilities assigned by management.