FRONT DESK AGENT ($17.25/HR)

Friendwell Group of Companies; Edison (NJ); On-site; USD 22,000 - 28,000; Full time

Job summary

Friendwell Group of Companies in Edison, NJ is seeking a Front Desk Agent to welcome guests, check them in and out, and address requests during their stay. You will represent the property at all guest touchpoints and coordinate with housekeeping and maintenance to ensure smooth operations.

The role requires strong communication, a friendly demeanor, and basic cash handling. Prior hospitality experience and knowledge of OPERA software are preferred.

Qualifications

• High school education or equivalent experience.
• 1 year of experience as Front Desk Agent or similar customer service role.
• Excellent communication and interpersonal skills.
• Knowledge of OPERA software preferred.

Responsibilities

• Represent the hotel to guests throughout all stages of their stay.
• Determine reservation status, assign rooms, and accommodate special requests when possible.
• Verify guest payment methods and enter guest/room information into the property management system.
• Coordinate with housekeeping and maintenance for room status and repairs as needed.
• Register and check guests in/out, process upgrades and promotions, and handle requests.
• Respond to guest concerns promptly and cordially; escalate or report issues as needed.
• Complete logs and reports as directed by management.
• Maintain communication with other hotel departments to share information.
• Handle front desk cash and checks according to hotel policies.
• Relay information to front desk management and supervisors.
• Seek guest feedback and address issues with effective solutions.
• Answer calls professionally and assist guests with questions or directions.

Skills

Customer service

Communication

Cash handling

Education

High School diploma

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.