Front Desk Agent

Job Summary
General Responsibilities:

Provide superior guest services including check-in/check-out hotel guests courteously and efficiently; process all

payments according to established hotel requirements; Provide information and services to any guest or visitor in a

friendly, professional manner.

Qualifications (Essential)

• High school graduate.

• Ability to compute accurate mathematical calculations.

• Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to

their understanding, both in person and by telephone.

• Ability to provide legible communication and directions.

Responsibilities

• Greet and check in guests upon arrival, ensuring a smooth and pleasant experience.
• Manage reservations, including modifications and cancellations, using hotel management software.
• Handle guest inquiries and requests promptly and professionally, maintaining high standards of guest relations.
• Conduct night audits as needed, ensuring accurate financial reporting and balancing of accounts.
• Maintain the front desk area in an organized and welcoming manner.
• Assist with phone etiquette by answering calls promptly and addressing guest needs or directing them to the appropriate department.
• Collaborate with housekeeping and maintenance teams to ensure guest satisfaction regarding room conditions.
• Provide information about local attractions, amenities, and services to enhance the guest experience.
• Uphold hotel policies and procedures while ensuring compliance with safety regulations.

Requirements

• Previous experience in guest services or hospitality is preferred.
• Strong knowledge of front desk operations and hotel management systems is a plus.
• Excellent phone etiquette and proficiency with phone systems are essential.
• Multilingual or bilingual abilities are highly desirable for effective communication with diverse guests.
• Exceptional interpersonal skills with a focus on providing outstanding guest relations.
• Ability to work flexible hours, including nights, weekends, and holidays as required.
• Strong organizational skills with attention to detail in managing multiple tasks simultaneously.
• A positive attitude and professional demeanor are crucial for creating a welcoming environment for guests.

Standard Requirements:

1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.

2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe,

secure environment.

3. Supports, cooperates with, and implements specific procedures and programs for:

a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk

management, and security, report and/or correct unsafe working conditions, equipment repair and

maintenance needs.

b. Confidentiality of all data, including guest, employee and operations data.

c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual harassment and

all illegal and discriminatory behavior.

4. Supports and participates in common teamwork

a. Cooperates and works together with all co-workers; plan and complete job duties with minimal

supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints, problems

and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes including

personal hygiene, and other work duties as assigned.

Essential Functions: (Include the following. Other job related duties may be assigned.)

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the

needs of the Company’s business operations.

• Maintain complete knowledge at all times of:

o All hotel features/services, hours of operation.

o All room types, numbers, layout, decor, appointments and location.

o All room rates, special packages and promotions.

o Daily house count and expected arrivals/departures.

o Room availability status for any given day.

o Scheduled daily group activities.

o Yield management strategies that are in place.

o Hotel and departmental policies and procedures.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

• Process all guest check-ins according to established hotel requirements.

• Manage guest complaints, ensuring guest satisfaction. Document all guest requests, complaints or problems

immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion

and guest satisfaction.

• Generate, print and distribute daily reports to designated departments/personnel.

• Resolve discrepancies on the room status report with Housekeeping.

• Process all check-outs according to established hotel requirements.

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Morning shift

Ability to Commute:

• Cincinnati, OH 45219 (Required)

Ability to Relocate:

• Cincinnati, OH 45219: Relocate before starting work (Required)

Work Location: In person

Salary : $14 - $16