Front Desk Agent

Driftwood Hospitality Management, LLC; City of Poughkeepsie (NY); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated Front Desk Associate to provide exceptional customer service and ensure guests have a delightful experience. In this dynamic role, you will greet guests, manage check-ins and check-outs, and handle any inquiries or issues that arise during their stay. Your ability to communicate effectively and resolve conflicts will be key to maintaining the hotel's high standards. Join a vibrant team that values hospitality and offers a range of benefits, including health insurance and room discounts, while working in a supportive environment that encourages growth and development.

Benefits

401(k)

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Life insurance

Paid time off

Vision insurance

Room Discounts

Employee Food and Beverage Discounts

Qualifications

• High school diploma preferred, with hospitality experience valued.
• Strong communication skills and ability to resolve conflicts effectively.

Responsibilities

• Greet and register guests, ensuring an exceptional stay.
• Handle guest complaints and resolve issues promptly.
• Perform cash handling and balance assigned house bank.

Skills

Customer Service

Mathematical Skills

Conflict Resolution

Communication Skills

Attention to Detail

Education

High School Diploma

Tools

Computer System

Calculator

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet the hotel's high standards of quality.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
4. Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
5. Close guest accounts at the time of check out and ensure guests' satisfaction. In the event of dissatisfaction, research and attempt to resolve the problem within established guidelines, which may include turning the problem over to a supervisor.
6. Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keep the corridors and service area neat at all times.
7. Adhere to all company policies and procedures.
8. Follow safety and security procedures and rules.
9. Know department fire prevention and emergency procedures.
10. Utilize protective equipment.
11. Report unsafe conditions to supervisor/manager.
12. Report accidents, injuries, near-misses, property damage, or loss to supervisor.
13. Provide for a safe work environment by following all safety and security procedures and rules.
14. All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook).
15. Assist other Front Desk Personnel when needed.
16. Perform any related duties as requested by supervisor/manager.

Knowledge, Skills & Abilities

The Hotel may consider an equivalent combination of acceptable education and experience providing the knowledge, skills, and abilities cited below, when applicable.

1. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities. High school diploma preferred.
2. Prior hospitality experience preferred, but not required.
3. Considerable skill in the use of a calculator and preparation of moderately complex mathematical calculations without error.
4. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
5. Ability to read, listen, and communicate effectively in English, both verbally and in writing.
6. Ability to access and accurately input information using a moderately complex computer system.
7. Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

1. Ability to stand and move throughout the front office and continuously perform essential job functions.
2. Stand 95% of shift.
3. Lifting up to 25 pounds maximum.
4. Occasional twisting, bending, stooping, reaching, standing, walking.
5. Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

Source: Driftwood Hospitality