Front Desk Agent

Ascent Hospitality; Enterprise (AL); On-site; USD 24,000 - 32,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k with employer match

Paid PTO

Uniforms Provided

Hotel Discount Program

Job summary

Ascent Hospitality in Alabama is seeking a Front Desk Agent to deliver outstanding guest service at the check-in desk. You will greet guests, provide information about rooms, rates and amenities, and help guests with special requests.

This role involves handling payments, upselling when appropriate, coordinating with housekeeping, and maintaining security and accuracy. The ideal candidate communicates clearly, stays flexible on shifts, and represents the brand with a professional appearance.

Qualifications

• High school education or equivalent; some college preferred.
• Excellent communication and organizational skills.
• English: read, write and speak; able to communicate with guests and team members.
• Proficient with computers and basic office equipment.
• Ability to work flexible shifts.

Responsibilities

• Greet guests with a friendly welcome and maintain professional appearance.
• Provide information about hotel, rooms, rates and amenities.
• Process check-ins/outs, verify payments and balance cash.
• Handle guest requests; upsell to generate revenue.
• Coordinate with housekeeping to ensure room availability at check-in/out.
• Maintain security procedures and protect guest information.
• Operate front office systems and answer phones with a positive tone.

Skills

Communication

Organizational skills

Customer service

English proficiency

Teamwork

Flexibility

Education

High school or equivalent

Some college

Tools

Computer

Office equipment

Cash handling

Job description

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team.

Ascent Hospitality is looking for a uniquely qualified hospitality leader to be our Front Desk Agent!

Guest Service / Front Desk Agent responsibilities include completing all activities listed in Front Desk checklist, performing various marketing duties (upselling) to generate additional revenue, providing optimum service and satisfaction to hotel/restaurant guests and visitors; showing individual performance effectiveness, and following proper security & liability measures to protect the assets of the hotel and the Company.

BENEFITS

• Competitive Salary!
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!
• Team Member Hotel Discount Program!

ESSENTIAL FUNCTIONS

• Maintain professional dress and conduct at all times.
• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action. Follow Brand standards including brand loyalty programs.
• Provide information about our hotel, available rooms, rates and amenities
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate. Close out guest accounts at time of check out.
• Inform customers about payment methods and verify that I.D. and payments method match
• Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, and other forms of payment. Process payments per established procedures.
• Maintain cash bank per policy guidelines. Comply with all accounting procedures.
• Consistently adhere to uniform, grooming and appearance standards.
• Maintain effective communication with all hotel departments. Stay aware of issues relating to hotel operations. Apprise management of any concerns or suggestions
• Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time in addition to all departures being gone by check-out time
• Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests etc.
• Maintain knowledge of standards and company policies
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office telephone and computer systems.
• Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage.
• Respond to guest complaints in a timely and professional manner. Apprise management of all guest complaints/problems; including those that have been resolved.
• Must be able to work flexible work hours/schedule.
• Performs other duties and responsibilities as requested.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Previous experience as a hotel Front Desk Agent preferred
• Must have excellent communication and organizational skills
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments
• Must be familiar with a computer and be able to type using a computer keyboard
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Ability to apply commonsense understanding to carry out instructions given
• Ability to comply in standardized situations with only occasional or no variables
• Ability to work flexible shifts
• Must have excellent customer service skills
• Must be able to work without constant supervision

PHYSICAL DEMANDS

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS

• High school education or equivalent is required. Some college preferred.
• Preferred six (6) months related experience in hotels or customer service training
• Must be able to work in team environment

EEO Employer