What are the responsibilities and job description for the Front Desk Agent position at Hay Creek Hotels?

Job Description

Hotel Front Desk / Guest Service Agents

The Exeter Inn is actively searching for organized, detailed, and professional Front Desk / Guest Service Agents to join our Front Office team.

These are Part Time or Full Time position. Expected regular shifts will include Morning and Afternoon shifts, weekend and holiday availability required. Shifts are 7AM-3PM or 3PM-11PM.

The Exeter Inn and Epoch Restaurant & Bar, managed by Hay Creek Hotels, is a beautifully restored inn located just 15 minutes from Portsmouth, NH in the historic town of Exeter. It offers 46 guest rooms and suites, a contemporary chef-driven restaurant and bar, and unique meeting and event spaces for all occasions. Visit theexeterinn.com and epochrestaurant.com for more information. Be sure to Follow @Hay Creek Hotels on Linkedin for future employment updates!

Job Summary :

Provide telephone services and operate the multi-line telephone switchboard effectively. Receive and transfer all calls, voice messages, and mail of guests and hotel employees.
Greet and welcome all guests in a professional and hospitable manner. Direct guests to the appropriate area.
Register guests and securely assign them a guest room and room key. Verify guest credit and process payment upon check-out.
Have a thorough working knowledge of hotel property management system and rates / packages offered. Regularly check availability for reservation inquiries. Make and confirm reservations over the phone and coordinate those submitted online.
Assist guests with any and all needs, including assisting in bringing luggage to their rooms, making restaurant reservations, and ensuring housekeeping and maintenance requests.
Communicate all guest room status changes to Housekeeping department.
Professionally handle guest complaints, problem solve to satisfy all guest needs, and follow up with manager.
Have a thorough knowledge of hotel services, local shopping, dining, entertainment, and travel directions.
Deliver guest amenities as necessary.
Know and practice all safety and emergency procedures. Lead emergency situations, such as evacuations. Follow all key procedures. Secure guest valuables. Manage Lost and Found per policy.

Experience and Skills

Required Experience :

High School diploma or equivalent.

Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.

1 year customer service experience required, hotel environment highly preferred.

Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.

Proven success in handling guest complaints.

Ability to lift and carry up to 30 pounds.

Ability to move quickly to tend to the guest needs.

Ability to operate smoothly and professionally under high stress situations.

Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days (i.e. town festivals).

Job Benefits

Hay Creek offers an extensive benefit and incentive package, including;

Insurance Benefit package, to include Company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness

Competitive Salary / Wages

Competitive Paid Time Off Structure including Vacation, Sick, Holiday Pay, Jury Duty Leave, and Bereavement Leave

Standard Annual Performance / Salary Reviews

Merit and Cost of Living Adjustments

Complimentary Meals Daily

Free Parking

Employee and Friends & Family Lodging Discounts as low as forty-nine dollars per night at all HCH Properties

Discounts at specific property partners (NEIRA, Historic Hotels of America)

50% Discount when Dining at any HCH Property

Industry Discounts through Working Advantage (Entertainment Tickets, Hotels, Rental Cars, Outdoor Activities, Restaurants, etc.)

Discounts at each of our Spas, Golf Courses, Fitness rooms / programs and other featured amenities

Supportive, open-door policy work environment

Work Culture that is fun, energetic and motivating

Employee Recognition Program - 'Delight and Surprise Dollars'

Accelerated Career Advancement to include professional enrichment, conferences & classes, and manager in training programs.

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