Front Desk Agent

Stoney Creek Hotels; Quincy (IL); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Agent to ensure guest satisfaction through excellent customer service and multitasking. Responsibilities include managing check-ins, reservations, and providing information on local attractions. The ideal candidate will have strong communication skills and the ability to work flexible hours. Join us for a rewarding career with opportunities for growth and benefits.

Benefits

Paid Onboarding and Training

Retirement Plan with Safe Harbor Match

Health, Dental, and Vision Insurance

Paid PTO, Sick Leave, Holidays

Hotel Room Discounts

Career Growth Opportunities

Qualifications

• Experience in customer service or hospitality preferred.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Greet guests, process check-ins and check-outs.
• Manage bookings and address guest inquiries.
• Ensure security and handle cash transactions.

Skills

Organizational Skills

Communication

Customer Focus

Multitasking

Education

High School Diploma

Hospitality Education

Tools

Hotel Management Software

Reservation Systems

Job description

Front Desk Agent *Must be 21 years or older*

Accountability

The Front Desk Agent plays a crucial role in ensuring the smooth operation of our hospitality establishment. As the first point of contact, you will contribute to guest satisfaction through excellent customer service, attention to detail, and multitasking skills. You will serve as an ambassador for the hotel, creating positive first impressions and assisting guests throughout their stay.

Reporting Structure

Reports to and is supported by: Front Office Manager, Assistant General Manager, or General Manager.

About Stoney Creek

Stoney Creek Hospitality is a mid-sized management company overseeing twelve hotels across the Midwest, founded in 1994 with a vision of a cozy 'cabin by the lake' experience combined with modern amenities. Our mission is to foster success and genuine hospitality for like-minded individuals.

Key Responsibilities

1. Guest Check-In/Out: Greet guests, process check-ins, handle check-outs, and ensure a smooth departure.
2. Reservations: Manage bookings via phone, online, or in person, ensuring accuracy and confirmation.
3. Customer Service: Address inquiries, concerns, and requests promptly, providing information on amenities and local attractions.
4. Room Assignments: Allocate rooms based on guest preferences and availability, ensuring correct type and rate.
5. Payments and Billing: Process transactions, maintain records, and resolve discrepancies.
6. Key Control & Security: Manage room keys securely and monitor security systems, responding to emergencies as needed.
7. Luggage & Concierge Services: Assist with luggage, parking, and arrange transportation or reservations.
8. Administrative Tasks: Maintain organized front desk area, handle correspondence, and perform related duties.
9. Cash Handling: Manage cash transactions and daily financial reporting.
10. Other Duties: Perform additional tasks as assigned, participate in meetings, and obtain relevant certifications.

Qualifications & Skills

• Strong organizational skills and multitasking ability.
• Physical stamina for lifting and bending.
• Excellent communication skills, both verbal and written.
• Computer proficiency and familiarity with hotel management software.
• Diplomacy and tact in challenging situations.
• Flexibility to work various shifts, including weekends and holidays.
• Ability to exceed guest satisfaction standards.

Characteristics & Competencies

Independent, assertive, organized, customer-focused, with decision-making and conflict management skills. Possesses an entrepreneurial mindset focused on growth.

Education & Experience

• High school diploma or equivalent; hospitality education is a plus.
• Experience in customer service, hospitality, or front desk preferred.
• Proficiency with reservation systems and hotel software.
• Availability to work flexible hours, including evenings, weekends, and holidays.

Physical & Other Requirements

Ability to lift, carry, push, and pull up to 35+ lbs. on-site work at the hotel. No travel involved.

Benefits

• Paid onboarding and training
• Retirement plan with Safe Harbor match (eligible after 90 days)
• Health, dental, and vision insurance (eligible after 60 days)
• Paid PTO, sick leave, holidays
• Hotel room discounts
• Career growth opportunities