Front Desk Agent

Wyndham Hotels & Resorts; Morristown (NJ); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading hospitality company seeks a Front Office Agent to provide exceptional service to guests during check-in and checkout. The role involves managing inquiries, handling reservations, and ensuring guest satisfaction while maintaining hotel standards. Ideal candidates will have a high school diploma, customer service experience, and strong communication skills.

Qualifications

• Experience in a hotel or related field preferred.
• Effective verbal and written communication skills with staff and guests.
• Ability to multitask and prioritize effectively.

Responsibilities

• Answer guest inquiries regarding restaurants, transportation, entertainment.
• Handle check-ins and checkouts courteously and efficiently.
• Promote and market guest programs and promotions.

Skills

Customer service

Communication

Multitasking

Education

High School diploma or equivalent

College coursework in a related field

Tools

Front desk computer systems

Job description

Compensation Type: Hourly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company, recognized as an industry innovator. We are a dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with expanding presence in Europe, Latin America, and the Caribbean. Our portfolio exceeds $20 billion in assets and generates over $5 billion in revenue. We guide properties through all stages of the hospitality cycle, develop bespoke hotel brands, and utilize industry-leading revenue management tools to maximize performance and asset value. Our executive team comprises some of the most experienced leaders in the hotel industry, making us a trusted partner for top ownership groups and major hotel brands. Our corporate offices are located in London, New York, Dallas, and Seattle.

Overview

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

Responsibilities

1. Answer guest inquiries regarding restaurants, transportation, entertainment, etc.
2. Follow all cash handling and credit policies.
3. Be aware of all rates, packages, and promotions listed in the Red Book.
4. Familiarize with all in-house groups.
5. Know closed out and restricted dates.
6. Obtain necessary information when taking reservations and follow rate-quoting procedures.
7. Understand hospitality terminology.
8. Know emergency procedures and assist as needed.
9. Handle check-ins and checkouts courteously and efficiently.
10. Use proper radio etiquette when communicating with staff.
11. Operate all relevant front desk computer systems.
12. Complete all shift duties promptly and accurately.
13. Perform tasks such as bucket checks, rate verification, and housekeeping reports.
14. Balance and prepare shift paperwork according to hotel standards.
15. Promote and market guest programs and promotions.
16. Maintain a clean work area.
17. Assist guests with safe deposit boxes.

Qualifications

1. College coursework in a related field is helpful.
2. Experience in a hotel or related field preferred.
3. High School diploma or equivalent required.
4. Computer literacy required.
5. Customer service experience preferred.
6. Maintain a warm, friendly demeanor at all times.
7. Effective verbal and written communication skills with staff and guests.
8. Ability to listen, understand, and clarify guest and employee concerns.
9. Ability to multitask and prioritize effectively.
10. Approach all interactions with courtesy and professionalism.
11. Maintain regular attendance as per hotel standards.
12. Maintain personal appearance and grooming standards.
13. Adhere to hotel policies for safety and efficiency.
14. Identify and assist in problem-solving to improve productivity.
15. Handle problems proactively and effectively.
16. Understand and apply complex information from various sources.
17. Cross-train in other hotel areas as needed.
18. Maintain confidentiality of sensitive information.
19. Show initiative and anticipate guest and operational needs.
20. Perform additional duties as assigned by management.