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About the Role

As a pivotal member of the hotel, the Front Desk Agent is instrumental in shaping the guest experience. Your responsibilities encompass not only administrative tasks but also embody the first point of contact for guests, setting the tone for their stay. This individual shall be well-versed on hotel-brand standards, guest expectations and local area.

Responsibilities

• Warmly and professionally welcomes all guests and ensures quality check-in and checkout experience.
• Handles confidential information, including guest records, with a high degree of integrity.
• Answers and routes calls, emails, and in-person inquiries as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains and updates accurate records using the hotel's systems, such as the PMS system.
• Promptly and effectively handles guest requests and complaints with professionalism, tact, and a courteous manner, seeking solutions that align with the hotel's policies.
• Ensures common areas/entryway/front desk/lobby is clean, neat and orderly.
• Engage with guests in a courteous and helpful manner, addressing any inquiries and ensuring their needs are met.
• Seek feedback from guests to identify areas for improvement and relay compliments to the team.
• Manage reservations, cancellations, and room assignments to optimize occupancy.
• Ensures reservation and billing accuracy.
• Manage multiple tasks simultaneously, including guest interactions, phone calls, and administrative duties.
• Demonstrate effective communication with housekeeping, maintenance, and other departments to ensure seamless operations.
• Collaborate with team members to find solutions and prevent recurring problems.
• Address and resolve guest issues promptly and tactfully, seeking solutions that align with the hotel's policies.
• Escalate complex issues to the appropriate supervisor or department when necessary.

Requirements

• Must be available to work morning and evening shifts
• Must be available to work on weekends & holidays
• Regularly required to stand for an entire shift or for an extended amount of time
• Use hands to feel or handle and reach with hands and arms
• Frequently required to walk, bend, sit, climb, or balance, kneel, crouch, or crawl and talk or hear
• Regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds

Skills

• Proficiency in Microsoft Office programs

Location

• Onsite

Work Type

• Full-time
• Part-time

Education Level

• High School Diploma or GED

Benefits

• Vacation and Paid Time Off
• Hotel discounts at brand properties
• Holiday Pay for worked holidays
• Birthday Pay: A full paid day for your birthday!
• Referral bonuses

About the Company

• Sincere Hospitality is a management company founded on the basis of placing people at the heart of everything we do.
• We are dedicated to fostering a culture of care, respect, and genuine hospitality that embraces our guests, team members, and the communities we serve.

Equal Opportunity

• Sincere Hospitality is an equal opportunity employer and values diversity at our company.
• We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.