Front Desk Associate

We are current seeking a front desk agent with one year or more of hotel experience. Please come into the Red Roof Inn and Suites located at 16890 Warwick Blvd Newport News, VA 23603.

A Hotel Front Desk Agent plays a crucial role in ensuring that guests have a pleasant and memorable stay. With one year of experience, a front desk agent is expected to be familiar with the fundamental aspects of hospitality, guest services, and administrative tasks. This document outlines the key job duties and responsibilities associated with this position, providing an in-depth understanding of what is required to excel in this role.

Guest Services Welcoming Guests

One of the primary responsibilities of a hotel front desk agent is to greet guests with a warm and friendly demeanor. First impressions are vital in the hospitality industry, and a front desk agent must ensure that each guest feels welcomed and valued from the moment they arrive.

Check-In and Check-Out Procedures

A front desk agent is responsible for efficiently handling the check-in and check-out processes. This includes verifying guest information, assigning rooms, issuing room keys, and processing payments. Attention to detail is essential to avoid any errors that could lead to guest dissatisfaction.

Providing Information

Guests often have questions about hotel amenities, local attractions, dining options, and transportation services. A front desk agent must be knowledgeable about these topics and provide accurate and helpful information to enhance the guest experience.

Handling Special Requests

Guests may have special requests such as room upgrades, additional amenities, or specific room preferences. A front desk agent must accommodate these requests to the best of their ability while maintaining hotel policies and ensuring guest satisfaction.

Administrative Tasks Managing Reservations

An experienced front desk agent is responsible for managing reservations, including booking new reservations, modifying existing ones, and handling cancellations. This requires proficiency with the hotel’s reservation system and attention to detail to ensure accuracy.

Maintaining Records

Accurate record-keeping is critical for the smooth operation of the front desk. A front desk agent must maintain updated records of guest information, room availability, billing details, and other important data. This information is vital for reporting and auditing purposes.

Processing Payments

Handling financial transactions is a key duty of a front desk agent. This includes processing credit card payments, handling cash transactions, and ensuring that all financial records are accurate and up-to-date.

Communicating with Other Departments

Effective communication with other hotel departments, such as housekeeping, maintenance, and food and beverage, is essential. A front desk agent must relay guest requests and issues promptly to ensure swift resolution and maintain a high level of guest satisfaction.

Problem-SolvingAddressing Guest Complaints

Despite best efforts, issues and complaints can arise. An experienced front desk agent must handle guest complaints professionally and courteously, working to resolve problems quickly and effectively to maintain guest satisfaction.

Managing Difficult Situations

A front desk agent may encounter difficult situations such as overbookings, room availability issues, or emergencies. The ability to remain calm, think clearly, and act decisively is crucial in managing these situations effectively.

Skills and Qualifications Interpersonal Skills

Strong interpersonal skills are essential for a hotel front desk agent. This includes excellent communication, empathy, and the ability to build rapport with guests.

Technical Proficiency

Familiarity with hotel management software, reservation systems, and payment processing tools is necessary. An experienced front desk agent should be comfortable using these systems efficiently.

Attention to Detail

Attention to detail is crucial in performing tasks accurately and avoiding errors that could affect guest satisfaction and hotel operations.

Time Management

Effective time management skills are necessary to handle multiple tasks simultaneously and ensure that all duties are completed promptly.

Conclusion

A hotel front desk agent is expected to perform a variety of guest services, administrative tasks, and problem-solving duties. The ability to provide exceptional customer service, maintain accurate records, and manage difficult situations are key factors in ensuring guest satisfaction and the smooth operation of the hotel.

Job Types: Full-time, Part-time

Expected hours: 25 – 40 per week

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Holidays
• Morning shift
• Nights as needed
• Night shift
• Overnight shift
• Weekends as needed

Ability to Commute:

• Newport News, VA 23603 (Required)

Ability to Relocate:

• Newport News, VA 23603: Relocate before starting work (Required)

Work Location: In person