Front Desk Agent

Job Description Summary:

The Guest Services Agent (GSA) is the primary point of contact for our guests and represents the hotel brand as guests enter the establishment. The GSA is responsible for consistently providing high-quality service that contributes to the mission and overall success of the hotel. They are also responsible for managing Front Desk technology systems and handling in-house guest relations during their shift."

Duties and responsibilities:

• Deliver on the promise of our client brand in all interactions with guests and clients.
• Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Accurately process all cash and credit card transactions in accordance with established procedures, including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned bank.
• Responsible for maintaining the security of cash, credit card transactions, and guest information.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes; and up-sell rooms where possible to maximize revenue.
• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Service the shop and the pour by ensuring guests receive the service and products offered by the hotel.
• Follow all local laws with regard to alcoholic beverage sales.
• Ensure guest special requests are fulfilled and guest services are delivered properly.
• Issue, control and release guest safe-deposit boxes.
• Comply with federal, state, and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

Qualification and requirements:

• High School diploma or equivalent.
• One year of previous hotel experience or retail customer service preferred.
• A previous background in the extended stay industry is preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
• Problem-solving, reasoning, motivating, organizational, and training abilities are preferred.
• Experience with Microsoft Office and Opera systems preferred.
• Will be required to obtain a ServSafe certification.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment.
• Standing for extended periods.
• Will be required to work mornings, evenings, weekends, and holidays.

Benefits:

• Competitive salary and performance-based bonuses
• Flexible scheduling options to promote work-life balance
• Supportive and inclusive work environment
• Opportunities for advancement within the hotel and IHG network
  

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off (PTO)