FRONT DESK AGENT ($17.25/HR)

Friendwell Group of Companies; Edison (NJ); On-site; USD 19,000 - 28,000; Full time

Job summary

Friendwell Group of Companies seeks a Front Desk Agent in Edison, NJ, to greet guests, handle reservations, process registrations and payments, and address guest requests with courtesy. The role requires staying informed of guest needs, upselling when appropriate, and maintaining professional conduct at all times.

Responsibilities include collaborating with housekeeping and maintenance, completing logs, and relaying information to managers and other departments to ensure smooth hotel operations.

Qualifications

• Must have 1 year of Front Desk or customer service experience.
• Excellent communication and interpersonal skills.
• Good written, oral, and electronic communication.
• Knowledge of OPERA software preferred.

Responsibilities

• Represent the hotel to guests throughout all stages of the guest's stay.
• Determine a guest's reservation status, how long they will stay, assign rooms, and accommodate special requests.
• Verify guest payment methods, follow credit-checking procedures, and enter guest/room information into the PMS; relay to relevant staff.
• Coordinate with housekeeping and maintenance for room status and repairs.
• Register guests, conduct check-out, handle upgrades and promotions, and address special requests.
• Respond to guest concerns, queries, and input professionally and promptly; escalate as needed.
• Complete logs/reports as required by management.
• Maintain close contact with other hotel departments to share information.
• Handle front desk cashier duties and manage checks and cash per hotel policies.
• Relay information to front desk managers and supervisors.
• Seek guest feedback and develop solutions to improve service.
• Answer guest calls and assist with questions, directions, and concerns.
• Listen and assist to resolve problems; log any complaints or requests.

Skills

Customer service

Communication

Interpersonal skills

Shift flexibility

Problem solving

Education

High School diploma or equivalent

Tools

OPERA software

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES Include The Following

• The Front Desk Agent responsibilities include but are not limited to representing the hotel to the guests throughout all stages of the guest's stay.
• To determine a guest's reservation status, identifies how long the guest will stay, assign rooms, and accommodates special requests whenever possible.
• Responsible for verifying the guest's method of payment, following established credit-checking procedures, entering the guest and room information in the property management system, and communicating this information to the appropriate hotel personnel.
• Work closely with the housekeeping department in keeping room status reports up to date and coordinates with the maintenance department requests for maintenance and repair work.
• Through completion of guest transactions: registers guests, registration process, check guests out, deals with upgrades, promotions, and special requests.
• Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, elevate issues as necessary or report to other departments for resolution; accommodate guest requests, when possible, within policies/procedures.
• Accurately complete any logs/reports as specified by management.
• Maintain close contact with other hotel departments and staff in order to assist and receive necessary information.
• Handle front desk cashier and be able to manage checks and cash according to hotel policies and procedures.
• Relay all applicable information to the front desk manager and supervisors.
• Seek feedback and comment cards from guests and develop and negotiate effective solutions to better customer service.
• Respond to guests via the telephone in professional conduct, aiding guests with their questions or directions and various concerns.
• Listen and assist to resolve problems.
• Log any phone complaints or requests.

Requirements:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

• Availability to work all shifts, also must be able to work holidays and weekends.
• Prior customer service experience required.
• Excellent communication and interpersonal skills.
• Requires strong ability to effectively and clearly communicate in all aspects - written, oral, & electronically.
• Knowledge of OPERA software preferred.
• Ability to always maintain professional, especially in highly stressful situations.

Qualification Standards

Education: High School education or equivalent experience.

Experience: Must have (1) year of experience as Front Desk Agent or other customer servicerelated position.

Licenses or Certifications: none required.

Notice

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry, a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.