Front Desk Agent

TPG Hotels & Resorts; Dedham (MA); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

Disability Insurance

Supplemental Life Insurance

Flexible Spending Accounts

401(k) Retirement Plan with company-mt

Paid Time Off, Vacation and Holidays

Employee Assistance Program

Amazing hotel discounts

Job summary

TPG Hotels & Resorts in Dedham, MA is seeking a Front Desk Agent to welcome guests, handle check-ins/check-outs, and provide information about services and local area.

The role requires strong guest service, cash handling, and multi-tasking in a fast-paced hotel environment; you will coordinate with other departments to ensure smooth operations and a positive guest experience.

Qualifications

• High school education or equivalent experience.
• Strong guest service orientation and communication skills.
• Familiarity with hospitality industry practices.
• Ability to perform arithmetic and cash handling.

Responsibilities

• Greeting and Check-In: Welcome guests, assist with check-in, verify reservations, and provide information about services and policies.
• Check-Out and Payment Processing: Handle check-out, process payments, issue invoices or receipts, and resolve payment queries.
• Phone and Email Communication: Answer calls, direct to appropriate department, respond to emails promptly.
• Reservation Management: Manage room/service reservations, cancellations, and modifications, and maintain data in the reservation system.
• Guest Services: Assist with requests, address complaints, and provide local recommendations.
• Administrative Tasks: Manage mail, visitor log, files, and keep front desk organized.
• Security and Access Control: Monitor access, issue visitor badges, follow security protocols.
• Cash Handling: Handle transactions, reconcile at end of shift.
• Multi-Tasking: Manage multiple tasks simultaneously.
• Collaboration: Work with housekeeping, maintenance, and management for smooth operations.
• Emergency Response: Follow procedures for emergencies and assist guests and staff.

Skills

Guest Service

Accounting Basics

Hospitality Knowledge

Computer Skills

Phone & Email

Communication Skills

Time Management

Education

High School Diploma

Tools

Calculator

Office Equipment

Job description

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. They are responsible for providing excellent customer service, managing administrative tasks, and ensuring a smooth and welcoming experience for all visitors.

What You'll be doing

• Greeting and Check-In: Welcome guests, clients, or customers in a friendly and professional manner. Assist with the check-in process, verify reservations, and provide necessary information about the facility's services, amenities, and policies.
• Check-Out and Payment Processing: Handle check-out procedures, process payments, and issue invoices or receipts as needed. Ensure accuracy in billing and resolve any payment-related queries.
• Phone and Email Communication: Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required. Respond to emails and inquiries promptly and professionally.
• Reservation Management: Manage room or service reservations, cancellations, and modifications. Ensure accurate data entry and maintain an up-to-date reservation system.
• Guest Services: Assist guests with requests such as room changes, additional amenities, directions, and local recommendations. Address and resolve guest complaints or concerns in a timely and courteous manner.
• Administrative Tasks: Perform various administrative duties, including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
• Security and Access Control: Monitor access to the premises, issue visitor badges or passes, and ensure security protocols are followed. Collaborate with security personnel when necessary.
• Cash Handling: Handle cash transactions accurately and securely. Maintain an organized cash drawer and reconcile transactions at the end of each shift.
• Multi-Tasking: Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
• Collaboration: Work closely with other departments such as housekeeping, maintenance, and management to ensure smooth operations and guest satisfaction.
• Emergency Response: Follow established procedures for emergency situations, such as fire alarms or medical emergencies. Provide assistance to guests and staff as needed.

Skills and Abilities:

High school education or equivalent experience. Strong guest service orientation, basic accounting skills, and familiarity with hospitality industry practices preferred. Ability to remain calm and professional under pressure. Proficiency in operating a computer, calculator, phone and other office equipment. Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Working Conditions & Physical Effort:

Physical work is a primary part of many of our hotel and resort jobs. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting to 50 lbs. Some work is performed in an interior hotel environment with equipment and machines.

Benefits for Full Time employees may include:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances
• Flexible Spending Accounts
• 401(k) Retirement Plan with company match
• Paid Time Off, Vacation and Holidays
• Employee Assistance Program
• AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!

*Benefits vary by location*

Part-Time Benefits Also Available!

EEO/VET/DISABLED

Qualifications

Behaviors

Preferred

Thought Provoking

Capable of making others think deeply on a subject

Team Player

Works well as a member of a group

Loyal

Shows firm and constant support to a cause

Functional Expert

Considered a thought leader on a subject

Enthusiastic

Shows intense and eager enjoyment and interest

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Dedicated

Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

Growth Opportunities

Inspired to perform well by the chance to take on more responsibility

Self-Starter

Inspired to perform without outside help

Goal Completion

Inspired to perform well by the completion of tasks

Flexibility

Inspired to perform well when granted the ability to set your own schedule and goals

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.