The Front Desk Agent plays an integral role in ensuring the smooth and efficient operations of our hospitality establishment. As a Front Desk Agent, you will be at the forefront of guest interactions, contributing to their overall experience and satisfaction. Your attention to detail, customer service skills, and ability to multitask are essential to the success of our team. The Front Desk Agent is a key ambassador of the hotel and is responsible for creating a positive first impression for guests. They play a vital role in ensuring a pleasant stay by providing exceptional customer service and assistance throughout a guest's visit.
REPORTS TO AND IS SERVED BY: The Front Office Manager, Assistant General Manager, or General Manager
Stoney Creek Hospitality is a midsized hospitality management company that manages twelve limited-service hotels throughout the Midwest. Founded in 1994, entrepreneur Jim Thompson began with a vision of a lodging experience that exemplified that ‘cabin by the lake’ feel with eclectic guest rooms and modern amenities throughout America’s heartland. We continue to live out his vision through our just cause: championing the success of like-minded individuals toward their personal and professional goals through passionate, genuine hospitality.
Guest Check-In and Check-Out: Greet guests warmly, process check-ins, and provide room keys. Assist with check-out procedures, including settling bills and ensuring a smooth departure experience.
Reservations: Manage room reservations, including taking bookings over the phone, online, or in person. Ensure accuracy and timely confirmation of reservations.
Customer Service: Provide outstanding customer service by addressing guest inquiries, concerns, and requests promptly and professionally. This includes providing information about hotel amenities, local attractions, and services.
Room Assignments: Assign rooms to guests, taking into consideration guest preferences and room availability. Ensure the correct room type and rate are assigned.
Payments and Billing: Handle guest payments, process credit card transactions, and maintain accurate billing records. Resolve any billing discrepancies or issues.
Key Control: Maintain control of room keys and ensure they are securely stored and issued to the correct guests.
Safety and Security: Monitor the hotel's security system and be prepared to respond to emergency situations. Follow security procedures and report any suspicious activity.
Luggage Assistance: Assist guests with their luggage, especially during check-in and check-out. Offer guidance on parking, amenities, and local services.
Concierge Services: Act as a concierge by arranging transportation, making restaurant reservations, and providing information on local events and attractions.
Front Desk Operations: Keep the front desk area organized and well-maintained. Manage a variety of administrative tasks, including filing, faxing, and email communication.
Cash Handling: Handle cash transactions, maintain a balanced cash drawer, and complete daily financial reports and receipts accurately.
Foundational Skills and Qualities: Strong organizational skills to manage tasks and prioritize work. Good physical stamina and the ability to perform physical tasks such as lifting and bending. Ability to work effectively in a fast-paced and dynamic environment.
Work Expectations and Responsibilities: Willingness to adapt to a variety of tasks, including "Other duties as assigned." Participate in department meetings and maintain an open line of communication with colleagues. Obtain any required certifications necessary, as relevant to the specific job.
Excellent communication skills, both verbal and written.
Strong attention to detail and the ability to multitask in a fast-paced environment.
A welcoming and approachable demeanor, fostering positive interactions with guests.
Proficiency in using computer systems and hotel management software for reservations and guest information.
Ability to handle challenging situations with diplomacy and tact.
Flexibility in working various shifts, including weekends and holidays.
Ensures guest satisfaction exceeds brand standards in every interaction.
Guest satisfaction, brand standards, property and room preparation, preparing a welcoming environment, and cleaning and sanitization.
CHARACTERISTICS:
Independent, assertive, self-confident, data-driven, introspective, deliberate, and organized.
CORE COMPETENCIES:
Action oriented, conflict management, decision quality, integrity and trust, customer focus, technical learning.
MINDSET:
Entrepreneurial and infinite mindset, which prioritizes both personal and professional growth.
EDUCATION AND EXPERIENCE:
High school diploma or equivalent (additional hospitality education is a plus).
Previous experience in customer service, hospitality, or front desk roles preferred.
Proficiency in using reservation systems and hotel software.
Strong communication skills, both verbal and written.
Ability to work in shifts, including evenings, weekends, and holidays.
PHYSICAL DEMANDS: lift, carry, push, and pull up to 35+ lbs.
TRAVEL: N/A
POSITION: On-site work at the hotel property.