Front Desk Agent

Fairfield Inn and Suites Polaris; Westerville (OH); On-site; USD 17,000 - 25,000; Full time

Job summary

Fairfield Inn and Suites Polaris in Westerville, Ohio, is seeking a Front Desk Agent to greet guests, check in/out, and manage reservations.

The ideal candidate will have strong communication, customer service mindset, and familiarity with StayPMS and OTA platforms. Hospitality degree is a plus.

Qualifications

• Experience in hotel front desk operations is required.
• Familiarity with StayPMS and Onity Key Solutions is preferred.
• Knowledge of Expedia, Booking.com and TripAdvisor is a plus.
• Customer service oriented with strong communication skills.
• Degree in hotel management is a plus.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and exact dates of their stay).
• Welcome guests upon their arrival and assign rooms.
• Provide information about our hotel, available rooms, rates and amenities.
• Respond to clients’ complaints in a timely and professional manner.
• Liaise with housekeeping to ensure rooms are clean and ready for guests.
• Confirm group reservations and arrange personalized services for VIPs and event attendees.
• Upsell additional facilities and services when appropriate.
• Maintain updated records of bookings and payments.

Skills

Front Desk Experience

Reservations Software

Online Travel Agencies

Customer Service

Communication Skills

Hotel Knowledge

Education

Hospitality degree (preferred)

Job description

Position: Front Desk Agent

Reports To: Front Desk Manager/Front Office Manager/Assistant General Manager

Essential Responsibilities:

Responsibilities

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Respond to clients’ complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments

Skills

• Work experience as a Hotel Front Desk Agent, Receptionist or similar role
• Experience with hotel reservations software, like StayPMS and Onity Key Solutions.
• Understanding of how travel planning websites operate, like Expedia, Booking.com and TripAdvisor
• Customer service attitude
• Excellent communication and organizational skills
• Degree in hotel management is a plus

Physical Demands:

Standing for varying lengths of time while operating the computer with frequent stretching, talking, hearing, smiling.