Front Desk Agent

Scholar Highlander Hotel; Radford (VA); On-site; USD 32,000 - 42,000; Full time

Job summary

The Scholar Highlander Hotel in Radford, VA is seeking a Front Desk Agent to attend to guest needs and ensure the highest level of satisfaction at check-in, during the stay, and at check-out.

The role emphasizes guest service, reservations processing, providing information about the local area, maintaining accurate guest information, and supporting various hotel operations. It is a full-time position with varied shifts and is part of the Guest Services team.

Qualifications

• High School diploma or equivalent, plus relative experience in customer service.
• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos.
• Basic math and cash handling skills, including rates, ratios, and percentages.

Responsibilities

• Greet all guests (internal and external) and assist with reservations, registrations, and check-outs.
• Respond to guest requests promptly and ensure guest satisfaction.
• Provide information about hotel policies, services and local area; communicate with housekeeping and other departments.
• Maintain accurate guest information in the property management system and handle billing/payments.
• Assist guests with booking and modifying reservations; follow all hotel standards and safety regulations.

Skills

Guest service mindset

English proficiency

Education

High School diploma or equivalent

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category Guest Services

Description

SUMMARY

The Front Desk Agent is responsible for attending to the needs of guests and ensuring the highest possible level of guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests' needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Implements and practices guest service initiatives and performs to Hotel Standards

Front Desk Operations

• Greet all guests (internal and external)
• Process guest reservations, registration (check-in) and departures (check-outs)
• Offer guest assistance at every opportunity
• Respond to all guest requests efficiently
• Ensure guest satisfaction by following through on requests and other needs
• Provide information to guests about hotel policies, services and amenities
• Provide information, directions and other assistance as necessary about the local area
• Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
• Handles collection efforts of all in-house balances and notifies management of potential liabilities

• Monitors all cash, check, credit card and ledger accounts through shift reports and performs audit functions if assigned
• Maintain daily logs and checklists
• Effectively communicate all pertinent information to other employees within the department
• Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc) regarding room status/availability, guest requests, etc.
• Assist in all areas of the operation including PBX/Switchboard, bellman or concierge services, and other areas as necessary
• Assist guests with booking and modifying reservations as needed
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Maintain and organize work area regularly and monitor lobby cleanliness
• Other duties as required

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma or equivalent, plus relative experience in customer service

LANGUAGE AND MATHEMATICAL SKILLS

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

CERTIFICATES, LICENSES, REGISTRATIONS

None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stoop, kneel, or crouch
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus

Position Requirements

Full-Time/Part-Time Full-Time

Shift Various Shifts

Number of Openings

Position Front Desk Agent

Close Date

Number of Openings 1

Req Number GUE-26-00023

Location Highlander Radford

About the Organization Scholar Hotels is an organization that believes in an entrepreneurial culture; where work is more than a job, it's a lifestyle. Employees work more as a team than in most companies; and in some cases, we are even like a family.

Some of the traits:
Treat People with Respect
We respect, trust, and provide the necessary base for a vibrant and sustainable corporate culture.
Help Team Members Stay Healthy
Provide excellent health benefits and encourage wellness through vendor discounts and onsite health assistance.
Open Doors to Communication
Create an environment where people can interact with each other, support on another, and recognize each other's effects and achievements. Create positive rewards for positive behavior. Share information so that team members are aware of the direction of the company and are involved in its growth. Offer incentive programs to reward effort and improve quality of life.
Build Camaraderie
Make time for people to get to know each other and the company by holding offsite meetings to build team spirit and discuss where the company is heading. Share business plans, and discuss issues and ideas raised by our strategies.

This position is currently accepting applications.