Front Desk Agent

Ivy Hospitality; Lafayette (IN); Presencial; USD 17.000 - 25.000; Jornada completa

Descripción de la vacante

Ivy Hospitality in Lafayette, IN seeks a Front Desk Agent to welcome guests, check them in/out, and address inquiries efficiently. You will promote the loyalty program, process payments, and assist with reservations and service requests. A strong focus on guest satisfaction, accuracy, and courtesy is essential.

Promote local attractions, provide area information, and maintain a neat appearance while supporting a cooperative team in a busy hotel environment.

Formación

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Responsabilidades

• Greet and welcome guests on arrival, register them, verify reservations, address payments.
• Promote and enroll guests in the loyalty program and provide member benefits.
• Process payments during check-in/check-out, manage a house bank, report daily receipts.
• Assist guests with service requests, issue keys, handle safes, and post charges.
• Respond to guest complaints with solutions and escalate when needed.
• Answer calls, provide information, and handle reservations efficiently.
• Assist with shuttle/transport services and timely coordination.
• Help guests with luggage during arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities.
• Manage guest requests for laundry, wake-up calls, mail, and faxes.
• Be prepared for VIP guests and maintain confidentiality of room numbers.
• Follow SOPs and support the General Manager as directed.
• Maintain a positive, cooperative attitude and communicate well with coworkers.
• Handle and account for keys properly and ensure security procedures.
• Promote hotel amenities and upgrades to enhance guest experience.
• Maintain a neat, clean, and well-groomed appearance per company standards.

Conocimientos

Customer service

Communication

Basic computer skills

Guest relations

Educación

High School diploma

Descripción del empleo

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.