Front Desk Agent - Home2 Intech Park

Ivy Hospitality; Indianapolis (IN); On-site; USD 25,000 - 35,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Agent to provide exceptional service to guests. In this role, you will be the first point of contact, ensuring smooth check-ins and check-outs while addressing inquiries and issues with a friendly demeanor. You'll promote the hotel's loyalty program and assist with various guest requests, contributing to a welcoming atmosphere. This position offers a dynamic work environment where your communication and customer service skills will shine. If you thrive in a fast-paced setting and enjoy helping others, this opportunity is perfect for you.

Qualifications

• Prior experience in a customer service role preferred.
• Ability to stand for extended periods, up to 8 hours.

Responsibilities

• Greet and welcome guests, ensuring a positive first impression.
• Process payments and manage a house bank accurately.
• Respond promptly to guest complaints and provide solutions.

Skills

Verbal communication

Written communication

Customer service

Basic computer skills

Education

High School diploma or equivalent

Job description

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.