Front Desk Agent
$34,320,000–$36,400,000 year
On-siteWest Springfield, Massachusetts, United States
West Springfield, Massachusetts, United StatesOn-siteFull Time$34,320,000–$36,400,000 yearEnterprise
Full TimeEnterprise
Job Summary
Answer guest inquiries regarding restaurants, transportation, and entertainment; handle check-ins and checkouts with courteous efficiency. Process reservations, verify rates against the Red Book, and manage cash and credit transactions per policy. Operate the Front Desk computer system, complete shift checklists, bucket checks, and housekeeping reports, and balance shift paperwork. Assist guests with safe deposit boxes, maintain a clean work area, and adhere to emergency procedures. Utilize two-way radio etiquette while communicating with staff and guests.
Required Qualifications
- High School diploma or equivalent
- Computer experience
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Must be able to multitask and prioritize departmental functions to meet deadlines
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
- Must be able to cross-train in other hotel related areas
- Must be able to maintain confidentiality of information
- Must be able to show initiative, including anticipating guest or operational needs
Desired Qualifications
- College course work in related field
- Experience in a hotel or a related field
- Customer Services experience
- Maintain a warm and friendly demeanor at all times
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
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