Front Desk Agent

Crestline Hotels & Resorts; Marlborough (MA); On-site; USD 33,000 - 37,000; Full time

Job summary

A leading hotel chain is seeking a Full-time Front Desk Agent in Marlborough to join their guest services team. The role involves check-in/out assistance, managing guest inquiries, and maintaining positive guest relations. Ideal candidates will have prior hotel experience, strong communication skills, and a commitment to providing excellent customer service.

Qualifications

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Assist guests with check-in and check-out processes.
• Handle guest complaints and maintain positive relations.
• Process guest payments and ensure security of the cash bank.

Skills

Customer Service

Problem Solving

Communication

Education

High School Graduate or GED

Job description

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At, Residence Inn by Marriott Boston Marlborough, we are looking for a Full-time Front Desk Agent to join our guest services team and wow our guests!

Rate of Pay: $16 per hour

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
  
  

Education And Experience

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.
  
  

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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