Front Desk Agent

About the Role

Driftwood Hospitality Management's company culture empowers associates to take initiative and contribute to property success with well-defined strategies and objectives. We are renowned for our fully integrated approach to hospitality services with outstanding client service, driven by a team of the best talent in the industry.

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring an exceptional guest experience to meet hotel's high standards of quality. The hotel operates 24 hours a day, 7 days a week, requiring variations in shift days, starting times, and hours worked.

Key Responsibilities

• Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.
• Listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming guest details and room rate.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Continuously stand and move throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance assigned house bank.
• Accept and record vouchers, travelers' checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication.
• Input and retrieve messages from the computer and communicate their content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at check-out and ensure guest satisfaction.
• Research and attempt to resolve guest dissatisfaction within established guidelines, escalating to a supervisor when necessary.
• Field guest complaints, conducting thorough research to develop effective solutions and resolve complications such as location changes or credit issues.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning.
• Remain calm and alert during emergency situations and heavy hotel activity.
• Plan and implement detailed steps using experienced judgment and discretion.
• Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures.
• Follow safety and security procedures and rules.
• Know department fire prevention and emergency procedures.
• Utilize protective equipment.
• Report unsafe conditions to supervisor/manager.
• Report accidents, injuries, near-misses, property damage, or loss to supervisor.
• Provide for a safe work environment by following all safety and security procedures and rules.
• Maintain a neat, clean, and well-groomed appearance.
• Assist other Front Desk Personnel when needed.
• Perform any related duties as requested by supervisor/manager.

Requirements & Tech Stack

• Computer System
• Calculator

Qualifications

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.
• High school diploma preferred.
• Prior hospitality experience preferred, but not required.
• Considerable skill in the use of a calculator and preparing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers with patience, tact, and diplomacy.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Physical Demands

• Ability to stand and move throughout front office and continuously perform essential job functions.
• Stand 95% of shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts