Front Office Agent

5 days ago

Savannah, Georgia, United States Plant Riverside District Full time
Job Summary

The Front Office Agent is responsible for providing exceptional guest service and ensuring a seamless arrival and departure experience. This role requires a warm and friendly demeanor, with a focus on delivering personalized service to our guests.

Key Responsibilities
  • Greets and interacts with guests in a genuinely warm and friendly manner
  • Assists with housekeeping duties, such as cleaning public areas and guest laundry
  • Maintains the integrity of guests' privacy and confidentiality
  • Processes check-ins, check-outs, and room assignments
  • Coordinates with Housekeeping to track readiness of rooms for check-in
  • Communicates parking procedures to guests and visitors
  • Posts guest charges and payments, processes no-shows, and adjusts disputed charges
  • Runs daily reports and contingency lists
  • Verifies rate codes and makes adjustments on guests' invoices
  • Blocks and unblocks rooms according to the hotel's needs
  • Operates the telephone system, answering calls within three rings
  • Processes and responds to wake-up calls
  • Notifies guests of messages and records them legibly and completely
  • Maintains knowledge of room types, hotel amenities, and features
  • Responds promptly to questions, concerns, and special requests
  • Logs guest requests and concerns according to standard operating procedure
  • Solves problems proficiently
  • Demonstrates effective sales techniques to upsell rooms, amenities, and products
  • Maintains a neat and organized work area
  • Maintains the integrity of Company proprietary information and protects Company assets
  • Maintains complete knowledge in the use of all office equipment, property management systems, and access
  • Maintains complete knowledge and complies with company policies and procedures
  • Maintains neat, clean, and professional appearance
  • Follows all company safety and security policies and procedures
  • Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs
  • Develops and maintains a positive working relationship and supports the team to achieve goals
  • Attends required training and meetings
  • Performs all other duties as assigned, planned, or un-planned
Requirements
  • Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
  • Ability to remain calm in various situations, use sound judgment, and effectively solve problems
  • Ability to read and interpret documents such as safety rules and procedural manuals
  • Ability to demonstrate cash handling procedures and calculate figures and amounts
  • Strong written, verbal, and interpersonal skills
  • Comprehensive knowledge of office equipment and property management systems
Education and Experience
  • Bachelor's degree in Business or related training equivalent - required
  • 1+ year of relevant work experience in similar scope and title - required
  • Experience within luxury brand/markets - required
  • Student or graduate of hotel management - preferred
Work Environment
  • Must be comfortable working in a shared space with constant noise
  • Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism, and collaboration
  • Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice
Physical Demands
  • While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, stand, stoop, bend, and crouch up to 8 hours daily
  • Push, pull, and lift up to 50 lbs
  • While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation, which require sitting, waiting, and standing for long and short periods of time

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