Front Desk Agent ($17.25/hr)

Friendwell Group; New Jersey; On-site; USD 28,000 - 42,000; Full time

Job summary

Friendwell Group is seeking a responsible Front Desk Agent to join our hospitality team in New Jersey. You will represent the hotel, manage reservations, check guests in and out, and handle special requests with a focus on guest satisfaction.

The role requires strong communication, the ability to work in a fast-paced environment, and flexibility to cover holidays and weekends. Prior experience and knowledge of hotel systems will be beneficial.

Qualifications

• Must have 1 year of experience as Front Desk Agent or similar customer service role.
• Excellent communication and interpersonal skills.
• Knowledge of OPERA software preferred.
• Availability to work varied schedules including holidays and weekends.

Responsibilities

• Represent the hotel to guests during all stages of their stay.
• Determine reservation status, assign rooms, and accommodate special requests.
• Verify payment methods and enter guest info in the PMS.
• Coordinate with housekeeping and maintenance for room status and repairs.
• Check guests in/out, handle upgrades and promotions, and address requests.
• Respond to guest inquiries and resolve complaints professionally.
• Complete logs/reports as required by management.
• Coordinate with other departments to obtain necessary information.

Skills

Customer service

Communication skills

Attention to detail

Teamwork

Education

High School diploma or equivalent

Tools

OPERA software

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.