Front Office Agent

EOS Hospitality LLC; Florida; On-site; USD 30,000 - 45,000; Full time

Job summary

EOS Hospitality LLC is seeking a Front Office Agent in the Town of Florida, NY, to be the first friendly face guests see. This role involves processing check-ins and check-outs, coordinating with housekeeping, and ensuring guest satisfaction. Candidates should have a high school diploma and 1-2 years of related experience.

Essential skills include strong communication, problem-solving, and organizational abilities. The position requires standing for long periods and the ability to lift up to 30lbs.

Qualifications

• 1 to 2 years in a similar position experience preferred.
• Strong organizational skills and ability to work well under pressure.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and requests.
• Communicate pertinent guest information to departments.
• Resolve guest complaints to ensure satisfaction.

Skills

Guest services

Communication

Organizational skills

Problem-solving

Attention to detail

Education

High school or equivalent

Job description

Description

The Front Office Agent is the first friendly face a guest sees when they arrive and the last when they leave. The Front Office Agent is main point of contact for all guests. They are responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

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.

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