Front Desk Agent

crestline-external; Westford (MA); On-site; USD 38,000 - 48,000; Full time

Job summary

Residence Inn Boston Westford is seeking a Front Desk Agent to create a smooth, welcoming experience for guests from check-in to check-out. You will handle phone calls, assist with special requests, and ensure guest satisfaction with a focus on service quality and efficiency.

The role requires organization, a customer-focused mindset, and the ability to grow with a dynamic team in a hospitality-focused environment. Prior hotel experience is preferred.

Qualifications

• High School Graduate or GED.
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Process all check-ins and verify registration card information with the guest.
• Handle wake-up call requests and coordinate with departments for guest needs.
• Record and communicate relevant guest information to designated departments.
• Process all check-outs and related financial transactions.
• Maintain knowledge of hotel features, hours, rates, packages and promotions.

Education

High School Diploma or GED

Tools

Basic computer skills

Job description

Your next opportunity to shine in hospitality is here at Residence Inn Boston Westford.

As a Front Desk Agent, you will play a key role in creating a smooth, welcoming, and memorable experience for every guest who walks through our doors.

If you’re organized, customer-focused, and ready to grow with a dynamic team, we’d love to meet you!

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.