Front Desk Agent

Crestline Hotels & Resorts; Westford (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Full-Time Front Desk Agent to enhance guest experiences at their hotel. This engaging role involves welcoming guests, managing check-ins and check-outs, and addressing guest inquiries with a focus on satisfaction and service excellence. With a commitment to flexible scheduling, this position not only supports work-life balance but also opens doors to potential career advancement within the hospitality sector. Join a vibrant team dedicated to providing exceptional service and creating memorable stays for all guests.

Qualifications

• 1 year of experience in a similar hotel position is preferred.
• Basic computer skills are required for daily operations.

Responsibilities

• Assist guests with check-in/check-out and handle special requests.
• Resolve guest complaints and maintain positive relations.
• Answer phone calls and process guest information accurately.

Skills

Guest Relations

Problem Solving

Communication Skills

Basic Computer Skills

Education

High School Graduate or GED

Job description

The Residence Inn by Marriott Boston Westford is looking for an enthusiastic Full-Time Front Desk Agent to join the team! This is a full-time role with competitive wages. The best of all is that this role offers flexible scheduling to accommodate work-life balance!

Rate of Pay Range: $17.00 to $18.00 per hour!

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, plus handling 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

1. Resolve guest complaints, ensuring guest satisfaction.
2. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
3. Maintain positive guest relations at all times.
4. 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.
5. Obtain assigned bank and ensure accuracy of contracted monies.
6. Keep bank secure at all times.
7. Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
8. Process all guest check-ins.
9. Verify registration card information with the guest.
10. Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
11. Direct Bell Person to escort guest and transport their luggage to the room.
12. Handle overbooked or walked-in guests.
13. Accept and record wake-up call requests.
14. Monitor, send, and distribute guest faxes.
15. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
16. Resolve discrepancies on the room status report with Housekeeping.
17. Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
18. Process all check-outs.
19. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education And Experience

1. High School Graduate or General Education Degree (GED).
2. One year previous experience in a similar position in a hotel.
3. 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.