front desk agent

*Scope:*

First impressions count. To get our guests? memorable experiences off to an unforgettable start, we?re looking for a Front Desk Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

*Primary Responsibilities:*

• Greet and welcome guests upon arrival with a friendly, professional, and courteous attitude.
• Manage guest check-in and check-out procedures efficiently and accurately.
• Handle room reservations, cancellations, and modifications through phone, email, and online channels.
• Respond promptly to guest inquiries and requests, promotes hotel services, facilities and outlets; provides guests with information such as local attractions
• Maintain accurate guest records, update accounts, and process payments in accordance with established policies and procedures.
• Coordinate with Housekeeping, Maintenance, to ensure rooms are guest-ready and operational issues are addressed promptly.
• Handle guest concerns, complaints, and service recovery professionally to ensure a positive guest experience.
• Take immediate and positive action within the guidelines provided in the event of an emergency, and maintain accurate incident reports as required.
• Stay informed about hotel events, functions, occupancy levels, and daily operational updates during each shift.
• Prepare detailed shift handover notes and communicate key events, pending tasks, issues, and follow-up actions to the incoming team and management.
• Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.

*Qualifications:*

*Education/ Experience:*

• University or College degree in Hotel and Restaurant Management/ Business Administration an asset but not required, previous experience in a Hotel Front Office.

*Skills:*

• Knowledge of a Property Management System, such as Opera.
• Interpersonal and decision-making skills.
• Excellent verbal and written communication skills
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Highly organized, excellent attention to detail, proactive approach to problem solving.
• Working knowledge of Microsoft Word/Excel and other software.

*Physical/ Cognitive Activities:*

*Front Desk Agent*

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person also types or uses a keyboard to coordinate hotel services for the guests. Communication skills are necessary for interacting with other hotel departments, staff or guests.

Lifting, pulling or carrying items weighing approximately 15 pounds can occur. This position utilizes problem solving and reasoning abilities often. Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports. Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank

*Health and Safety: *

It is the responsibility of all associates to ensure that they follow all health and safety policies by:

• working in a safe manner
• reporting any unsafe conditions
• immediately reporting any associate injury/accident
• using personal protective equipment if required

Associates are required to fully participate in all health and safety initiatives and may be recruite