Front Desk Agent

About the Role

The Alexandrian Old Town Alexandria, Autograph Collection is seeking a Front Desk Agent to provide professional and courteous service to guests.

Key Responsibilities

• Respond to arriving, departing, and in-house guests in a professional and courteous manner, providing accurate and timely information and services.
• Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet guests and complete check-in procedures, using manual and computerized methods, to ensure guest satisfaction and requested room assignments.
• Facilitate guest departures (check-out) by following established manual and computer procedures to close guest accounts and prepare rooms for sale.
• Calculate and post monies, receipts, guest accounts, and credit using accurate cash handling methods and procedures.
• Answer inquiries and accept reservations in person and by telephone, communicating hotel rates and information, and using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to provide knowledgeable responses.
• Operate PBX equipment, assist with outgoing calls, schedule wake-up calls, and page guests for timely and efficient service.
• Control cash transactions at the front desk and maintain responsibility for personal bank as per hotel policy.
• Maintain a friendly, cheerful, and courteous demeanor.

Requirements & Tech Stack

• High school diploma or equivalent.
• High school graduate level mathematical aptitude.
• Knowledge of standard cash handling procedures.
• Knowledge of computerized cash register systems.
• Past experience in dealing directly with the public.
• General knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with customer service problems, including stressful situations.
• Highly organized with attention to minute written and verbal details.
• Ability to perform multiple tasks.

Physical Demands

• Ability to read written communiques and monochrome computer screens.
• Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork.
• Ability to understand and follow verbal/written instructions.
• Ability to work on more than one task at a time.
• Ability to communicate verbally and in writing.
• Approximately 90% of shift is standing.
• Bending/kneeling required for filing.
• Mobility to reach all areas of the hotel.
• Occasional standing.
• Occasional carrying and lifting of files and office items up to 25 lbs.

Work Environment

• Prolonged standing at indoor, climate-controlled workstation.
• Work inside 95% of the time.