Front Desk Agent

The Wurzak Hotel Group; Saint Petersburg (FL); On-site; USD 28,000 - 36,000; Full time

Job summary

The Wurzak Hotel Group in Saint Petersburg, Florida, is seeking a Front Desk Agent to engage warmly with guests, ensuring efficient check-ins and check-outs. Successful candidates will have excellent organizational skills and be committed to delivering outstanding customer service.

You will assist guests with inquiries, maintain privacy compliance, and manage payments, ensuring a welcoming atmosphere. Strong communication abilities and a friendly demeanor are essential for this role.

Qualifications

• Ability to provide friendly guest service.
• Experience in processing check-ins and check-outs.
• Familiarity with basic accounting and hospitality practices.

Responsibilities

• Greet guests and process check-ins/outs efficiently.
• Handle guest inquiries and requests promptly.
• Ensure compliance with company policies and regulations.

Skills

Friendliness

Attention to detail

Time management

Education

High school education or equivalent experience

Job description

The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greetings. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

Essential Functions

• Process guest checkins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
• Process checkin/checkout and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answer inquiries about hotel services, inhouse events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Preregister, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.
• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
• On time and at work when scheduled and in proper uniform.
• Perform special projects and other responsibilities as assigned.
• Participate in task forces and committees as requested.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience

• High school education or equivalent experience.
• One to two years of customer contact experience.
• Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

Skills and Abilities

• Ability to understand and provide friendly guest service.
• Ability to correctly process checkins and checkouts, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to operate a computer, calculator, phone and other office equipment.
• Attention to details with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.