Front Desk Agent

New Castle Hotels & Resorts; Village of Pittsford (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a dynamic team as a Front Desk Agent, where your warm hospitality will create memorable experiences for guests. In this fast-paced role, you'll be the first and last point of contact, ensuring every guest feels welcomed and valued. Your responsibilities will include assisting with check-ins and check-outs, addressing guest inquiries, and providing solutions to any challenges they may face during their stay. This position not only offers the chance to showcase your customer service skills but also allows you to contribute to a positive atmosphere in a vibrant hotel environment. If you thrive in a team-oriented space and are dedicated to delivering exceptional service, this opportunity is perfect for you.

Qualifications

• Good verbal and written English communication skills are essential.
• Proficiency in front office software is required.

Responsibilities

• Welcome guests and assist them with check-in and check-out processes.
• Handle guest inquiries and resolve issues efficiently.

Skills

Verbal and written communication skills

Problem-solving skills

Customer service skills

Cash handling

Tools

Front office software

Job description

Description

Front Desk Agent

As a Front Desk Agent, you will be the first and last point of contact for guests, playing a pivotal role in shaping their experience. Whether you're welcoming an excited family embarking on their vacation, assisting a business traveler seeking a smooth check-in, or helping a guest in need of personal assistance, your warm and genuine hospitality will set the tone for their stay. This position gives you the opportunity to shine as it is a fast-paced and interactive role! As Front Desk Agent, you will:

1. Make a First Impression – the person in this role must have a genuine passion to deliver a great hospitality experience – whether in person or by phone. You must want to wow the guest with your welcoming personality.
2. Make a Lasting Impression – while checking the guest out, inquire about their stay and let them know you really care so if they had a problem or complaint, they share it with you. Be courteous and willing to listen!
3. Enjoy Problem Solving – many guests need help with miscellaneous things – their luggage, directions, finding a good restaurant, lost luggage, a cold shower. Listen and help as best you can. You should never be too busy to help.
4. Be Accountable – you will be collecting money, routing calls, taking messages, and meeting many other guest needs. You need to be accurate and efficient in your processes.
5. Be a Safety & Security Agent – follow your hotel’s established safety and security policies & procedures. Anticipate problems and call management as needed.

Job Requirements

This role requires good verbal and written English communication skills. You must be able to handle cash or credit transactions and have front office software proficiency. This job requires light work – exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently with a regular need to lift, carry, push, pull or otherwise move objects. From time to time you may need to assist with luggage which may require you to exert force of up to 50 pounds. Long hours, many of which may be spent standing, are required.

Qualifications

Behaviors

1. Dedicated – Devoted to a task or purpose with loyalty or integrity
2. Team Player – Works well as a member of a group
3. Detail Oriented – Capable of carrying out a given task with all details necessary to get the task done well

Motivations

1. Self-Starter – Inspired to perform without outside help
2. Work-Life Balance – Inspired to perform well by having ample time to pursue work and interests outside of work
3. Growth Opportunities – Inspired to perform well by the chance to take on more responsibility