Front Desk Agent - Porches Inn PM Shift

Porches Inn; Adams (MA); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading hotel is seeking a friendly and accommodating front desk associate to register guests, handle reservations, and ensure outstanding customer service. The candidate must possess strong communication skills and a pleasant demeanor. Responsibilities include managing room assignments and assisting guests with inquiries during their stay.

Qualifications

• Must be 18 years of age.
• Pleasant, diplomatic, and able to interact politely with guests.
• Outgoing personality and able to handle conflict with high levels of tolerance.

Responsibilities

• Register guests and assign rooms; accommodate special requests.
• Process guest check-outs and post charges to guests' accounts.
• Maintain cleanliness and neatness of front desk and lobby.

Skills

Customer Service

Problem Solving

Multi-tasking

Communication

Reliability

Education

High School Diploma/Equivalent

Job description

Job Purpose:

Accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Essential Duties and Responsibilities:

• Register guests and assign rooms; accommodate special requests whenever possible.
• Thoroughly understand and adhere to proper credit procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available and room rates.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check outs, late checkouts, early check-ins and special requests.
• Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Has knowledge of and follows cancellation procedures.
• File room keys and make new packets; if keys aren’t returned, make up new set and charge guest.
• Know how to use front office equipment.
• Process guest check-outs; post charges to guests’ accounts as needed.
• Use proper telephone etiquette.
• Read daily “Shift” and “Housekeeping” reports. Prepare reports as required.
• Attend department training and meetings.
• Report any complaints, unusual occurrences, or requests to the Manager or Manager on Duty.
• Know all safety and emergency procedures.
• Maintain the cleanliness and neatness of the front desk, lobby and gift shop “areas.”
• Understand that business demands sometimes necessitate moving employees from their accustomed shifts to other shifts or departments.
• Cover “Breakfast Attendant” position when no one is scheduled or there is a call out.
• Responsible for the cleanliness of the lobby.
• Perform any other duties assigned by the Manager.

Requirements:

• High School Diploma/Equivalent
• Must be 18 years of age

Experience:This professional should have the ability to welcome the guests with a pleasant smile and interact with them politely. He/she should be diplomatic and should be able to get along well with all personnel. He/she should be obliging, accommodating, and must believe in excellent customer service. Good problem-solving skills, ability to multi-task, good communication skills, basic math skills, ability to work under pressure, reliability etc., are some of the other required skills. It is crucial that he/she should be an outgoing personality, cooperative, friendly with optimistic attitude and should enjoy social interaction. He/she must be a courteous listener and should have high levels of tolerance in case there is any conflict.