Front Desk Agent

Highgate Hotels, LP; Springfield (VA); On-site; USD 32,000 - 45,000; Full time

Job summary

TownePlace Suites Springfield, part of Highgate Hotels, LP, is seeking a Front Desk Agent to provide attentive, courteous service during check-in, stay and check-out while maximizing guest satisfaction.

You will answer guest inquiries, manage reservations, process payments, and coordinate with other hotel staff to ensure smooth operations. A friendly, organized professional with strong communication skills is encouraged to apply.

Qualifications

• High School diploma or equivalent required.
• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• Computer experience required.
• Customer service experience preferred.
• Ability to communicate clearly with guests and staff.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, and entertainment.
• Follow all cash handling and credit policies.
• Be familiar with rates, packages and promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain information when taking room reservations and follow rate-quoting scenarios.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate all relevant Front Desk computer system functions.
• Complete shift checklist tasks promptly and efficiently.
• Complete bucket checks, room rate verification, and housekeeping reports.
• Balance and prepare closing paperwork according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Skills

Customer service

Communication skills

Multitasking

Listening skills

Professional demeanor

Education

High School diploma

College coursework in related field

Tools

Computer experience

Job description

Front Desk Agent

Location

TownePlace Suites Springfield
6245 Brandon Ave
Springfield, VA 22150

Overview

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

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check‑ins and check‑outs in a friendly, efficient and courteous manner.
• Use proper two‑way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Qualifications

• College coursework in a related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross‑train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.