Front Desk Agent

Onvo; Wilkes-Barre (Luzerne County); On-site; USD 15,000 - 21,000; Part time

Job summary

Onvo's Residence Inn front desk is seeking a courteous Front Desk Agent for a part-time shift from 3 PM to 11 PM in Wilkes-Barre, PA. You will be the first point of contact for guests, delivering a warm, efficient welcome and handling check-ins and inquiries.

You will process reservations in the PMS, answer calls, resolve guest concerns, and coordinate with housekeeping and maintenance to ensure a smooth stay. Excellent communication and teamwork are required.

Qualifications

• Experience in customer service, preferably hotel or hospitality.
• Strong communication and interpersonal skills.
• Proficiency with property management systems and standard office software.

Responsibilities

• Greet guests warmly and efficiently on arrival and throughout their stay.
• Check-in/check-out guests promptly and accurately.
• Process reservations, cancellations, and modifications using the PMS.
• Answer phone calls, direct inquiries, and provide information about hotel services and local attractions.
• Address guest concerns, resolve issues, and escalate when needed.
• Process payments and reconcile daily transactions.
• Maintain a clean front desk area and lobby.
• Collaborate with housekeeping and maintenance to ensure guest satisfaction.
• Assist with administrative tasks such as sorting mail and preparing reports.
• Adhere to all company policies and safety guidelines.

Skills

Customer service

Communication skills

PMS proficiency

Teamwork

Problem solving

Flexibility

Professional demeanor

Stand long hours

Tools

PMS software

Job description

Job Description:

As a Front Desk Agent at the Residence Inn, you will be the first point of contact for guests, providing exceptional service and ensuring a smooth and welcoming experience from arrival to departure.

Job Responsibilities

• Greet guests warmly and efficiently upon arrival and throughout their stay.
• Handle guest check-ins and check-outs promptly and accurately.
• Process reservations, cancellations, and modifications using the property management system.
• Answer phone calls, direct inquiries, and provide information about hotel services, facilities, and local attractions.
• Address guest concerns, resolve issues, and elevate complex problems to management when necessary.
• Process payments, maintain accurate cash handling procedures, and reconcile daily transactions.
• Maintain a clean and organized front desk area and lobby.
• Collaborate with other departments (housekeeping, maintenance) to ensure guest satisfaction.
• Assist with administrative tasks as needed, including sorting mail and preparing reports.
• Adhere to all company policies and procedures, including safety and security guidelines.

Job Qualifications

• Previous experience in a customer service role, preferably in a hotel or hospitality setting.
• Excellent communication and interpersonal skills, both verbal and written.
• Proficiency in using property management systems (PMS) and standard office software.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and a positive, guest-focused attitude.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Professional demeanor and appearance.
• Ability to stand for extended periods and lift up to 25 pounds occasionally.

Shift

Part Time; 3 PM - 11 PM

Disclaimer

The list of Principal Duties, Essential Functions, and Basic Qualifications is illustrative but not exhaustive. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change without notice.

Onvo is an equal opportunity employer. Onvo maintains a work environment in which Team Members are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Team Members without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, and sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.