Front Desk Agent

Job Title: Front Desk Agent

Company Overview: The Crane Hotel Group comprises three oceanside properties located in York, ME. The Viewpoint, Stones Throw, and The Nevada are boutique hotels each with a seasonal restaurant, A Little Auk, Stones Throw, and Lulus respectively. In total, CHG is able to sleep 128 guests, across 55 rooms and seats 319 guests across the restaurants. With each unique property, we aim to offer the perfect fit for every seacoast traveler.

Company Mission: Crane Hotels strives to be the premier hospitality collection in the seacoast area. We pride ourselves on our unparalleled passion for hospitality and the relentless pursuit of customer satisfaction.

Scope of Position: This position represents the individual hotels but also the larger hospitality group as well. Our Front Desk Agents engage with our guests in a variety of ways and are often the first and last impression the guest has. We expect all of our Front Desk Agents to be dedicated to providing exceptional service to all our guests. We encourage Agents to make decisions that enhance the guest experience and make a positive impression of our properties.

To succeed, Front Desk agents must anticipate guest needs and deliver service beyond what guests may expect. Whether it be a handwritten note in the suite upon arrival or a complimentary bottle of water for their departure, we are always trying to provide a thoughtful experience.

This position will involve a great deal of guest contact and a high level of attention to detail. The position can often bring unexpected challenges so being able to adapt quickly is critical to being successful.

Disclaimer: It’s impossible to capture every nuance of a role. Please note, tasks requested outside of the below list of responsibilities is to be expected.

Key Responsibilities:

Guest Experience

• Greet guests warmly upon arrival and provide an efficient check-in process, ensuring all details are correct.
• Assist guests with a smooth check-out, address any concerns, and thank them for their stay, encouraging repeat visits.
• Communicate effectively with guests and colleagues via phone, email, text, and in person using a professional, friendly, and welcoming tone.
• Address any guest questions or concerns in a timely and courteous manner, ensuring their needs are met with a high level of hospitality.
• Inform guests with information about hotel products, services, and amenities.
• Upsell retail items, room upgrades, longer stays, in-room add-ons and spa treatments, enhancing guest experiences and increasing hotel revenue.
• Actively upsell during the booking process and upon guest arrival, using personalized recommendations based on the guest's preferences.
• Serve guests water, coffee, and welcome champagne as needed, ensuring that guests feel valued from the moment they enter the hotel.
• Provide guests with information about the surrounding area, including local attractions, restaurants, and activities, offering personal recommendations when appropriate and always recommending Crane Hotel Group first.

Hotel Operations

• Responsible for processing payments and handling credit cards, cash, and gift certificates accurately and securely.
• Ensure proper allocation of payments and issue receipts or invoices to guests as requested.
• Manage the Property Management System (PMS) during shifts to ensure reservations are processed, room assignments are accurate, and check-ins/outs are completed smoothly.
• Ensure all room statuses are up to date and that any special requests or preferences are communicated to the appropriate departments.
• Comfortable with locking and unlocking the front desk area and office at the start and end of each shift, following security protocols to maintain safety and integrity of the property.
• Manage room inspections once housekeeping has completed cleaning, ensuring all rooms are prepared to the highest standard before guest arrival.
• Address any discrepancies or issues promptly and coordinate with housekeeping or maintenance teams as necessary to ensure rooms are guest-ready

Qualifications & Requirements:

• Exceptional communication and interpersonal skills, with a genuine, approachable attitude.
• Strong problem-solving abilities, able to resolve guest issues promptly and professionally.
• Previous experience in customer service or hospitality is preferred but not required.
• Ability to multitask and stay organized in a fast-paced environment.
• Comfort with upselling, cross-selling, and promoting hotel services and amenities.
• Proficient in using hotel management software (PMS systems); training provided as needed.
• Flexible availability, including nights, weekends, and holidays as required.

Compensation & Benefits:

• $18-23 hourly dependent on experience
• Earned Paid Maine Sick Leave
• 25% discount on food at any of our three restaurants
• 50% discount on spa services at The Spa House

Hiring for multiple positions at our various hotels. Please email resume to Haven@cranehotels.com

Job Type: Temporary

Pay: $18.00 - $23.00 per hour

Benefits:

• Employee discount

Schedule:

• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Work Location: In person

Salary : $18 - $23