Hotel Front Desk

Ontario Trillium Foundation; Hanover (MD); On-site; USD 29,000 - 44,000; Full time

Job summary

Ontario Trillium Foundation is seeking a Front Desk Agent to warmly greet guests, register arrivals, and support reservations and concierge duties. You will help maximize guest satisfaction, assist with inquiries, and coordinate across hotel operations to ensure a smooth stay.

The role requires excellent communication, the ability to multi-task, and a calm demeanor under pressure. A positive, service-oriented attitude is essential for success in this busy front desk environment.

Qualifications

• Experience in a hotel or related field preferred.
• Positive and upbeat personality with a desire to deliver outstanding customer service.
• Ability to multi-task, be detail-oriented and solve problems for customers.
• Clear verbal and written communication.
• Ability to evaluate options quickly and choose a good course of action.
• Works well under stress and in high-pressure situations.
• Effective at listening and understanding guests and co-workers.
• Ability to handle financial information and basic arithmetic.
• Reading, writing simple instructions and messages.
• Using logic to define problems and gather facts for solutions.
• Contribute to an enjoyable work environment.

Responsibilities

• Greet and register guests with friendly service.
• Handle check-ins and check-outs courteously.
• Respond to guest questions about services, hours, and local info.
• Maintain a neat appearance and adhere to brand standards.
• Operate Front Desk systems and log packages and mail as needed.
• Coordinate with other departments for guest needs and events.
• Assist guests with reservations, rate quotes, and special requests.
• Maintain attendance and comply with hotel policies and safety.

Skills

Hotel experience

Positive attitude

Multi-tasking

Clear communication

Decision making

Work under pressure

Problem solving

Active listening

Numerical ability

Reading/writing simple notes

Team collaboration

Job description

Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Responsibilities

QUALIFICATIONS:

• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high pressure situations.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing
• Ability to read comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem collect information establish facts draw valid conclusions interpret information and deal with abstract variables for unique or unfamiliar situations
• Ability to participate in the creation of an enjoyable work environment

RESPONSIBILITIES:

• Approach all encounters with guests and associates in a friendly service oriented manner.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with hotel standards as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with hotel policies standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with hotel standards; maintain a friendly and warm demeanor at all times.
• Handle requests for information mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service facilities and hours of operation.
• Answer inquiries from guests regarding restaurants transportation entertainment etc.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.
• As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel.
• Perform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds.