Guest Experience Agent - Front Desk & Check-In Pro

SCP HOSPITALITY MANAGER LLC; Redmond (OR); On-site; USD 21,000 - 30,000; Full time

Job summary

SCP Hospitality Manager LLC is seeking a Front Desk Agent to be the first point of contact for guests, delivering exceptional service and ensuring a smooth check-in and check-out process.

You will maintain knowledge of hotel services, assist guests with requests, process payments, manage reservations, and collaborate with other departments to ensure a seamless stay. Prior front desk or customer service experience is preferred.

Qualifications

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
• Must have general computer skills including Microsoft Office and Google Suite.
• Must have the ability to deal effectively and interact well with guests, vendors, and team members.

Responsibilities

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Follow Hotel policies with lost and found items.
• Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Upsell hotel services and amenities to maximize revenue opportunities.
• Greet guests warmly and efficiently, processing check-ins and check-outs with accuracy and speed.
• Maintain knowledge of Hotel features/services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, daily count, expected arrivals and departures, group activities, and departmental policies and procedures.
• Manage reservations and room assignments, ensuring accuracy and availability.
• Process payments and handle guest accounts, adhering to company policies and procedures.
• Respond to guest requests and concerns promptly and professionally, resolving issues to their satisfaction.
• Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.
• Collaborate effectively with other departments to provide seamless service to guests.
• Follow all safety and security protocols to ensure the well-being of guests and staff.

Skills

Customer service

English fluency

Multitasking

Professional demeanor

Computer skills

Education

High school diploma or equivalent

State Alcohol Serving Certificate

Tools

Hotel reservation systems

POS systems

CRM

Microsoft Office

Google Suite

Job description

SCP Hospitality Manager LLC is seeking a Front Desk Agent to be the first point of contact for guests, delivering exceptional service and ensuring a smooth check-in and check-out process.

You will maintain knowledge of hotel services, assist guests with requests, process payments, manage reservations, and collaborate with other departments to ensure a seamless stay. Prior front desk or customer service experience is preferred.