Hotel Front Desk Agent

Coury Hospitality; Warwick (RI); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Hotel Front Desk Agent to create memorable guest experiences. This role involves welcoming guests, managing check-ins and check-outs, and providing information about hotel services and local attractions. The ideal candidate will possess strong communication skills, a commitment to customer satisfaction, and the ability to multitask in a fast-paced environment. Join a dynamic team where your contributions will directly enhance guest experiences and promote a welcoming atmosphere.

Qualifications

• Strong customer service skills and commitment to guest satisfaction.
• Ability to communicate clearly and handle guest complaints.

Responsibilities

• Greet and assist guests with check-in and check-out processes.
• Resolve guest issues and respond to special requests.

Skills

Customer relation skills

Data entry skills

Communication skills

Cashier experience

Multitasking ability

Education

High school diploma or equivalent

Tools

Computer operations

Job description

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Position Summary

This is a highly visible role which has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors, and staff in a warm and courteous manner. Oversees the guest registration and check-out process. Promotes hotel services and amenities and provides helpful information.

Responsibilities

1. Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment. Perform all duties toward the goal of maximizing guest service.
2. Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention. Be alert to guests or visitors that appear to have questions or need aid and assist them at all times.
3. Register guests with advance reservations efficiently and pleasantly. Greet visitors seeking accommodations and meet their needs.
4. Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
5. Accommodate room changes expediently.
6. Have a high level of knowledge of the hotel, including rates, promotions, room types, hotel services, amenities, restaurant hours, and hotel’s historical significance.
7. Acquaint guests with city attractions, community events, and nearby areas of interest.
8. Help resolve guest issues and respond to special requests. Listen empathetically, report issues promptly, and implement service recovery responses to restore satisfaction.
9. Settle guest accounts upon check-out and process payments accurately, following accounting procedures and cash handling policies.
10. Respond courteously and helpfully to all questions from guests, visitors, or coworkers.
11. Manage key control and other security measures properly.
12. Participate in safety/security training and maintain knowledge of all safety procedures.
13. Work cooperatively with other front office and administrative staff, exemplifying teamwork and respect.
14. Communicate pertinent guest information to relevant departments (e.g., special requests, amenities).
15. Handle lost and found items properly.
16. Report accidents, injuries, unsafe conditions, maintenance issues, and other concerns to management.
17. Wear the required uniform and meet grooming standards.
18. Maintain confidentiality of all guests and hotel information.
19. Perform other duties as assigned.

Requirements

Knowledge, Skills, and Abilities:

• Ability to communicate clearly and pleasantly in English with guests, management, and coworkers, both in person and by phone.
• Strong customer relation skills with a commitment to guest satisfaction.
• Ability to handle guest complaints professionally.
• Professional appearance and mannerism.
• Knowledge of computer operations (keyboard, printer).
• Accurate and efficient data entry skills.
• Previous cashier experience and basic accounting skills.
• Ability to work quickly and thoroughly under pressure.
• Knowledge of hotel facilities and features.
• Ability to multitask and maintain excellent attendance and punctuality.

Experience

• Customer service experience preferred.
• Open availability preferred.

Physical Demands

• Ability to stand for long periods.
• May include crowded or close quarters environment.

Preferred Qualifications

• Experience in hospitality industry.

Job Industry

• Hotel & Hospitality

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitality