Front Office Agent

Front Office Agent

Requirements

• Minimum two years of experience in Customer Service
• Minimum two years of experience in a hotel operations environment preferred
• High School Diploma or equivalent required; Bachelor’s Degree preferred
• Luxury hotel experience is a plus

Responsibilities

• Provide excellent customer service and telephone etiquette
• Host and welcome guests with a friendly and sincere demeanor
• Assist with guest check-in and out process, as well as folios and billing
• Own and solve guest stay areas of opportunity. Going above and beyond to recover any service opportunities and exceed guest expectations
• Communicate and partner with all department leaders and hourly associates to ensure the guest experience is personalized and executed seamlessly
• Maintain proper recordkeeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests
• Perform all Front Office Agent duties, including Concierge, PBX, and Order Taker responsibilities during a shift or as needed based on business needs
• Provide information and assistance to guests regarding city and hotel attractions or points of interest
• Book reservations for guests both within the hotel and at outside facilities
• Log guests requests and perform follow-up with guests
• Ensure any incoming and outgoing packages are logged and delivered appropriately
• Answer and process all incoming/outgoing guest and in-house calls, including text messaging, managing 3-4 calls per minute at times
• Provide prompt and courteous switchboard services to our guests, including taking messages when necessary
• Forward messages, faxes and emails as needed to guests and various departments
• Answer basic inquiries for guests in a courteous and efficient manner, including incoming calls, taking and entering In-Room Dining orders, and guest requests with accuracy
• Remain aware of daily events, restaurant, entertainment, and special events in local area
• Ensure wake up calls are properly monitored and are promptly placed within parameters of hotel policies and standards
• Post charges to guest rooms, including credit card or cash transactions
• Deliver on guests’ expectations and have the desire to create WOW moments
• Perform additional duties as assigned that may be outside the scope of duties, based on business needs

Preferred Qualifications

• Minimum two years of experience in a hotel operations environment preferred
• Luxury hotel experience is a plus