Front Desk Agent ($17.25/hr)

Friendwell Group; Edison (NJ); On-site; USD 21,000 - 30,000; Full time

Job summary

Friendwell Managed Hotels in Edison, New Jersey seeks a responsible Front Desk Agent to represent the hotel to guests and ensure memorable experiences that drive satisfaction and return intent. You will greet guests, assist with reservations, and handle payments and checkout processes with professionalism.

Requirements include high school diploma or equivalent, at least 1 year in customer service, excellent communication and interpersonal skills, and ability to work flexible shifts including

Qualifications

• Excellent communication and interpersonal skills.
• Strong ability to communicate clearly in written and oral form.
• Prior customer service experience required.

Responsibilities

• Represent the hotel to guests throughout all stages of their stay.
• Determine reservation status, assign rooms, and accommodate special requests.
• Verify payment methods, perform credit checks, and enter guest data in the PMS.
• Coordinate with housekeeping and maintenance for room status and repairs.
• Check guests in/out, handle upgrades, promotions, and special requests.
• Respond to guest inquiries and complaints promptly and professionally.

Skills

Communication skills

Interpersonal skills

Customer service

Written & verbal communication

Education

High School diploma or equivalent

Job description

Seeking a responsible dependable person, looking to be a part of a team that is striving tocreate memorable guest experiences that generate positive guest satisfaction and intent toreturn.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following:

• The Front Desk Agent responsibilities include but are not limited to representing thehotel 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 establishedcredit-checking procedures, entering the guest and room information in the propertymanagement system, and communicating this information to the appropriate hotelpersonnel.
• Work closely with the housekeeping department in keeping room status reports up todate and coordinates with the maintenance department requests for maintenance andrepair work.
• Through completion of guest transactions: registers guests, registration process, checkguests 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 orreport to other departments for resolution; accommodate guest requests, whenpossible, 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 andreceive necessary information.
• Handle front desk cashier and be able to manage checks and cash according to hotelpolicies and procedures.
• Relay all applicable information to the front desk manager and supervisors.
• Seek feedback and comment cards from guests and develop and negotiate effectivesolutions to better customer service.
• Respond to guests via the telephone in professional conduct, aiding guests with theirquestions 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 berequired to work varying schedules (including Holidays and weekends) to reflect the businessneeds of the hotel. In addition, attendance at all scheduled training sessions and meetingsisrequired.

• Availability to work all shifts, also must be able to work holidays andweekends.
• 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 othercustomer servicerelated position.

Licenses or Certifications:

none required.

NOTICE:

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