Front Desk Agent

Driftwood Hospitality Management; Falls Church (VA); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hospitality management company is seeking a Front Desk Agent to greet and register guests, ensuring high-quality service. The role involves handling guest accounts, resolving complaints, and maintaining a professional appearance in a dynamic environment.

Benefits

401(k)

Dental Insurance

Health Insurance

Vision Insurance

Paid Time Off

Employee Discounts

Qualifications

• Prior hospitality experience preferred but not required.
• Effective communication skills in English, both verbal and written.

Responsibilities

• Greet and register guests, ensuring an exceptional experience.
• Handle guest complaints effectively and maintain a professional appearance.
• Adhere to all company policies and safety procedures.

Skills

Customer Service

Communication

Mathematical Skills

Education

High School Diploma

Job description

Join to apply for the Front Desk Agent role at Driftwood Hospitality Management.

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. We are renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team comprises the best talent in the hospitality industry, from every employee to every hotel.

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring an exceptional experience that meets high standards of quality.

Essential Job Functions

This summary outlines primary responsibilities and qualifications. The role requires flexibility due to the hotel’s 24/7 operation, with variations in shifts, start times, and hours.

1. Greet customers immediately with a friendly and sincere welcome, using a positive and clear voice. Listen to requests, respond appropriately, and provide accurate information about outlets and local attractions.
2. Complete registration by inputting and retrieving information from a computer system, confirming guest details, and selecting rooms based on guest needs. Code electronic keys, certificates, and coupons as needed. Requires standing and movement throughout front office areas.
3. Verify and imprint credit cards, handle cash, make change, and balance the house bank. Accept and record various payment forms. Post charges to guest rooms and accounts using the computer.
4. Answer the telephone promptly with clear English communication, input messages, retrieve and communicate messages, and handle mail and small packages as requested.
5. Close guest accounts at checkout, ensuring guest satisfaction. Address dissatisfaction by researching and resolving issues or escalating to a supervisor.
6. Handle guest complaints effectively, conducting thorough research to resolve issues such as location changes or credit problems. Remain calm during emergencies and busy periods. Maintain neatness in corridors and service areas.
7. Adhere to all company policies, safety, and security procedures, including fire prevention and emergency protocols. Use protective equipment and report unsafe conditions or incidents.
8. Maintain a professional appearance as outlined in the employee handbook. Assist other front desk staff as needed and perform any additional duties assigned by management.

Knowledge, Skills & Abilities

The hotel may consider a combination of education and experience providing the following:

• High school diploma preferred; equivalent education or experience acceptable.
• Prior hospitality experience is preferred but not required.
• Proficient in calculator use and basic mathematical calculations.
• Strong customer service skills, patience, tact, and diplomacy.
• Effective communication skills in English, both verbal and written.
• Ability to accurately input information into a computer system.
• Hearing and visual ability to observe and respond to emergencies.

Physical Demands

• Ability to stand and move throughout the front office for the duration of the shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), dental, disability, health, life, and vision insurance.
• Employee assistance program, flexible spending account, paid time off.
• Room and employee food & beverage discounts.

We are an equal opportunity employer committed to a diverse and inclusive workplace. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or other legally protected status.