Front Desk Agent

2 days ago

Portland, Maine, United States Westin Portland Harborview Full time
Job Summary:

We are seeking a skilled and friendly Front Desk Agent to join our team at the Westin Portland Harborview. As a key member of our front office team, you will be responsible for providing exceptional guest service, managing room reservations, and ensuring a seamless check-in and check-out experience for our guests.

Responsibilities:
  • Register guests, make and modify reservations, and handle hotel operator and concierge duties
  • Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay
  • Maximize room revenue and occupancy while maintaining high standards of customer service
  • Handle requests for information, mail, and messages in an efficient and courteous manner
  • Answer guest inquiries about hotel services, facilities, and hours of operation
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel
  • Be aware of all rates, packages, and special promotions, as well as closed-out and restricted dates
  • Obtain all necessary information when taking room reservations and follow rate quoting scenarios
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system
  • Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms
  • Use proper two-way radio etiquette at all times when communicating with other associates
  • Perform other duties as assigned, including helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds
Requirements:
  • High School diploma or equivalent required; college coursework in a related field helpful
  • Experience in a hotel or related field preferred
  • Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
  • Demonstrate the ability to multi-task, be detail-oriented, and problem-solve in order to effectively deal with internal and external customers
  • Must be able to convey information and ideas clearly, evaluate and select among alternative courses of action quickly and accurately, and work well in stressful, high-pressure situations
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Must be effective at listening to, understanding, and clarifying the issues raised by coworkers and guests
  • Must be able to work with and understand financial information and data, as well as basic arithmetic functions
  • Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing
  • Ability to read, comprehend, and write simple instructions and/or short correspondence and memos
  • Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations
  • Operational knowledge of Microsoft Office suite
  • Must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays
  • Holds an understanding of hotel products and guest services
  • Ability to participate in the creation of an enjoyable work environment
Benefits:
  • Competitive hourly rate starting at $18 per hour
  • Full benefits package, including medical, dental, and vision coverage, short-term and long-term disability income, term life and AD&D insurance, paid time off, employee assistance program, and 401(k) retirement plan

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