Guest Service Agent

Fairfield Nolen Drive; Madison (WI); On-site; USD 19,000 - 25,000; Full time

Job summary

Fairfield Nolen Drive in Madison, WI seeks a Front Desk Agent to manage guest check-in/out, maintain in-house guest data, track reservations, handle special requests, and answer guest calls. The role requires strong communication, organization, and cash handling skills.

You should be able to work a flexible schedule including evenings, nights, weekends, and some holidays, and maintain a professional appearance in uniform at all times.

Qualifications

• Must be highly organized and able to work under pressure.
• Excellent written and spoken English for guest interactions.
• Experience handling cash and balancing cash banks.

Responsibilities

• Ensure front desk operations meet brand standards and procedures.
• Manage reservations and check-ins to maximize RevPAR.
• Maintain guest data and respond to guest calls and requests.
• Ensure security of guests, staff, and hotel assets.
• Follow safety, security, and SOPs; report issues to supervisor.

Skills

Organization

Communication skills

Cash handling

Customer service

Flexibility

Teamwork

Tools

PBX system

PMS reservation system

Key system

Job description

Summary: Responsible for managing the front desk area, including guest check-in/out process, maintaining data on in-house guests, tracking reservations, special requests, and answering guest calls.

Requirements

Job Title: Front Desk Agent Department: Front OfficeReports to: Front Office Manager Status: Non-Exempt / HourlyJob

Duties/Responsibilities:

• Ensure front desk operations are carried out within the systems and procedures required by brand specific standards.
• Working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training.
• Knowledge of fire alarm system and evacuation procedures.
• Mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control.
• Must have good knowledge of surrounding area.
• Manage reservations and check-ins to ensure the highest RevPar.
• Must be responsible for security of guests, fellow employees, and hotel assets.
• Must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests.
• Keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc.
• Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests.
• Works with other staff to ensure awareness and compliance to all safety and security policies and procedures.
• Ensures employee and guest safety by participating in proper training and maintenance of equipment and work area.
• Balances PMS activity at the end of each shift and daily report as required.
• Never drops a deposit without a witness.
• Accurately counts and accounts for cash banks prior to and at the end of each shift.
• Immediately report any guest issues to the Manager on Duty.
• Does not participate in personal conversations either in person or on telephone or cell phone.
• Assist guest with luggage as needed.
• Well‑groomed and in uniform while on property.
• Does not eat, drink, or smoke in sight of a guest.

Required Skills/Abilities:

• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment.
• Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
• Excellent communication skills. Ability to convey information and ideas through writing, telephone and personal meeting situations; engaging the audience and helping them understand and retain the message.
• Must poses a passion to serve.
• Skilled at establishing effective relationships with customers and internal partners; requires effective reading, writing and oral comprehension.
• Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Must have a valid driver’s license and dependable transportation available.
• Must have an outgoing personality, be well organized, and detail oriented.
• Must be able to work a flexible schedule to include evenings, nights, weekends, and some holidays.
• Must have a good work ethic, be honest and work well with others.
• Must have good cash handling skills, able to make change, manage cash drawer.

Education and Experience:

Supervisory Responsibilities:

• None.

Physical Requirements:

• Stand/walk on feet for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far.
• Finger dexterity to type, to write, and work on a computer.
• Must speak in a clear, understandable voice, hear at a basic level, and understand English.
• Must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds.

Note:This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.The company is an Equal Opportunity Employer and complies with ADA regulations as applicable. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in this job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.