Front Office Agent

EOS Hospitality LLC; Delaware; On-site; USD 18,000 - 25,000; Full time

Job summary

EOS Hospitality LLC is seeking a Front Office Agent to greet guests, manage check-ins/outs, and handle room assignments with accuracy and courtesy. You will secure payments, issue keys, verify billing, and communicate guest needs to appropriate staff to ensure a smooth stay.

The role requires strong organizational skills, the ability to work under pressure, and attention to detail to uphold service standards.

Qualifications

• Education: High School or equivalent required; some college preferred.
• Experience: 1–2 years in front desk or guest services preferred.
• Grooming: Professional appearance required.

Responsibilities

• Process guest check-ins and check-outs accurately.
• Handle room assignments and requests; issue/secure room keys.
• Verify billing and process payments.
• Answer phones promptly and politely; take messages.
• Communicate guest needs to appropriate staff.
• Record guest preferences and keep history files.
• Resolve guest complaints to ensure satisfaction.
• Coordinate with Housekeeping to track room status and guest concerns.
• Present folio and resolve any disputed charges.
• Maintain front desk area cleanliness and organization.

Skills

Customer service

Education

High School or equivalent

Some college

Job description

Description

Job Summary

The Front Office Agent is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Provide information and assistance to all guests and visitors.

Responsibilities

• Maintain complete knowledge of hotel operations, scheduled daily activities, and room products.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
• Ascertain callers' needs through open-ended questions.
• Describe room accommodations and all amenities.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in the system following hotel SOP’s.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
• Resolve guest complaints, ensuring guest satisfaction.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure.
• Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
• Present folio to guest and resolve any disputed charges.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Perform additional duties, as assigned.
• Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
• Possess an eye for the smallest detail and maintain a keen sense of urgency.
• Ability to think clearly, remain calm, and resolve problems using good judgment.

Physical Requirements

• Must be able to bend, stoop, squat, and stretch to fulfill necessary tasks.
• Must be able to lift, push, and pull up to 30lbs. on a regular and continuing basis
• Must be able to stand and exert well-paced mobility for up to 8 hours in length

Qualifications

• Education: High school or equivalent preferred.
• Experience: 1 to 2 years in a similar position experience preferred.
• Grooming: All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).

Qualifications

Behaviors

• Team Player: Works well as a member of a group (Preferred)
• Enthusiastic: Shows intense and eager enjoyment and interest (Preferred)

Motivations

• Preferred

  Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

• Preferred

  Self-Starter: Inspired to perform without outside help

Education

• Some college (Preferred)
• High School (Preferred)

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Source: EOS Hospitality