Front Desk Agent

Ivy Hospitality; Vandalia (OH); On-site; USD 26,000 - 38,000; Full time

Job summary

Ivy Hospitality is seeking a Front Desk Agent to deliver exceptional guest service at check-in and check-out, answer questions, and address requests with a friendly, efficient approach.

You will greet guests, verify reservations, enroll loyalty program members, process payments, assist with transportation, and promote hotel amenities while maintaining a neat appearance and confidentiality of guest information.

Qualifications

• High School diploma or equivalent.
• Experience in customer service preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services and surrounding area.
• Ability to stand for up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work nights, weekends and holidays.

Responsibilities

• Greet and welcome guests on arrival and register them in the system.
• Verify reservation details, address and payment information.
• Promote and enroll guests in the loyalty program.
• Process payments during check-in/check-out and manage daily receipts.
• Assist guests with service requests and issue keys.
• Respond to guest complaints and escalate when needed.
• Answer phone calls and handle reservations accurately.
• Assist with shuttle/transportation and luggage.
• Be knowledgeable about local area and hotel amenities.

Skills

Verbal & written communication

Basic computer skills

Guest service mindset

Knowledge of local area

Stand for long periods

Lift up to 15 lbs

Flexible scheduling

Education

High School diploma or equivalent

Job description

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions:

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.