Front Desk Agent

Highgate Hotels, LP; Manchester (NH); On-site; USD 20,664 - 30,307; Full time

Job summary

Highgate Hotels, LP is seeking a Front Office Agent for the Courtyard Manchester location. The role involves checking guests in and out, answering inquiries, and supporting daily front desk operations with attention to guest satisfaction.

The ideal candidate has a High School diploma (or equivalent) and prior customer service experience. Computer proficiency and ability to multitask in a fast-paced hotel environment are essential for success.

Qualifications

• High School diploma or equivalent required.
• College coursework in related field is helpful.
• Computer experience is required.
• Customer service experience preferred.
• Must communicate effectively with guests and staff.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be familiar with all rates, packages and promotions.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate-quoting rules.
• Balance and prepare shift paperwork and reports.
• Maintain a clean work area and assist guests with services.

Skills

Attention to detail

Verbal communication

Written communication

Customer service

Multitasking

Friendly demeanor

Education

High School diploma or equivalent

College coursework in related field

Tools

Computer experience

Job description

Compensation Type

Hourly

Location

Courtyard Manchester

700 Huse Rd, Manchester, NH 03103

Overview

The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check‑in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check‑ins and check‑outs in a friendly, efficient and courteous manner.
• Use proper two‑way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Qualifications

• College coursework in a related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner.
• Effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
• Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Understand and apply complex information, data, and various sources to meet appropriate objectives.
• Cross‑train in other hotel‑related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.