Guest Experience Expert: Front Desk

TPG Hotels and Resorts; McDonough (GA); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan with company 60

Paid Time Off

Job summary

TPG Hotels and Resorts in McDonough, GA is seeking a Front Desk Agent to greet guests, manage reservations, process payments, and provide information about the facility’s services. You will handle check-ins, check-outs, and inquiries with a professional, service-oriented approach.

The role requires strong communication, basic accounting, and the ability to stay calm under pressure. You will coordinate with housekeeping and maintenance to ensure a welcoming stay for guests.

Qualifications

• High school education or equivalent experience.
• Strong guest service orientation, basic accounting skills, and familiarity with hospitality industry practices preferred.
• Ability to remain calm and professional under pressure.
• Proficiency in operating a computer, calculator, phone and other office equipment.
• Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Responsibilities

• Greeting and Check-In: welcome guests, verify reservations, and provide information about services and policies.
• Check-Out and Payment Processing: handle checkout procedures and process payments accurately.
• Phone and Email Communication: answer calls, direct inquiries, and respond to emails promptly.
• Reservation Management: manage room/service reservations, cancellations, and modifications.
• Guest Services: assist with requests, address complaints, and provide local recommendations.
• Administrative Tasks: manage mail, visitor logs, files, and front desk organization.
• Security and Access Control: monitor premises, issue badges, and coordinate with security.
• Cash Handling: process cash transactions and reconcile at end of shift.
• Multi-Tasking: handle multiple tasks simultaneously with efficiency.
• Collaboration: work with housekeeping, maintenance, and management to ensure smooth operations.
• Emergency Response: follow procedures for emergencies and assist guests and staff.

Skills

Guest service orientation

Basic accounting

Office equipment

Communication skills

Education

High school diploma or equivalent

Tools

Computer

Calculator

Job description

Job Overview

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. They are responsible for providing excellent customer service, managing administrative tasks, and ensuring a smooth and welcoming experience for all visitors.

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. They are responsible for providing excellent customer service, managing administrative tasks, and ensuring a smooth and welcoming experience for all visitors.

What You'll Be Doing

• Greeting and Check-In: Welcome guests, clients, or customers in a friendly and professional manner. Assist with the check-in process, verify reservations, and provide necessary information about the facility's services, amenities, and policies.
• Check-Out and Payment Processing: Handle check-out procedures, process payments, and issue invoices or receipts as needed. Ensure accuracy in billing and resolve any payment-related queries.
• Phone and Email Communication: Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required. Respond to emails and inquiries promptly and professionally.
• Reservation Management: Manage room or service reservations, cancellations, and modifications. Ensure accurate data entry and maintain an up-to-date reservation system.
• Guest Services: Assist guests with requests such as room changes, additional amenities, directions, and local recommendations. Address and resolve guest complaints or concerns in a timely and courteous manner.
• Administrative Tasks: Perform various administrative duties, including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
• Security and Access Control: Monitor access to the premises, issue visitor badges or passes, and ensure security protocols are followed. Collaborate with security personnel when necessary.
• Cash Handling: Handle cash transactions accurately and securely. Maintain an organized cash drawer and reconcile transactions at the end of each shift.
• Multi-Tasking: Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
• Collaboration: Work closely with other departments such as housekeeping, maintenance, and management to ensure smooth operations and guest satisfaction.
• Emergency Response: Follow established procedures for emergency situations, such as fire alarms or medical emergencies. Provide assistance to guests and staff as needed.

Skills And Abilities

High school education or equivalent experience. Strong guest service orientation, basic accounting skills, and familiarity with hospitality industry practices preferred. Ability to remain calm and professional under pressure. Proficiency in operating a computer, calculator, phone and other office equipment. Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Working Conditions & Physical Effort

Physical work is a primary part of many of our hotel and resort jobs. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting to 50 lbs. Some work is performed in an interior hotel environment with equipment and machines.

Benefits

Benefits for Full Time employees may include:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances
• Flexible Spending Accounts
• 401(k) Retirement Plan with company match
• Paid Time Off, Vacation and Holidays
• Employee Assistance Program
• AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!

*Benefits vary by location*

Part-Time Benefits Also Available!

EEO/VET/DISABLED