Front Office Receptionist

2 weeks ago

Concord, New Hampshire, United States Centennial Hotel Granite Restaurant & Bar Full time
Job Overview

The Centennial Hotel is seeking a meticulous and professional Front Desk / Guest Service Agent to enhance our Front Office team.

As part of Hay Creek Hotels, the Centennial Hotel and Granite Restaurant & Bar is a charming historic establishment that features 32 guest accommodations, an exquisite dining experience with locally-sourced cuisine, versatile meeting and event spaces, and catering services. The award-winning Granite Restaurant & Bar serves as a vibrant hub for both guests and local residents.

Compensation: Based on experience

This role offers both Part Time and Full Time opportunities, with expected shifts primarily during the morning or evening, and occasional overnight coverage may be required.

At Hay Creek Management, we pride ourselves on our unique "Host Philosophy," empowering our team members to deliver exceptional hospitality beyond their primary duties. Our associates are trained to excel in multitasking, ensuring that guests receive outstanding service and feel secure in their experience.

Key Responsibilities:

  • Efficiently manage telephone communications and operate the multi-line switchboard, handling all calls, voice messages, and mail for guests and staff.
  • Welcome and greet all guests with professionalism and warmth, directing them to the appropriate areas.
  • Register guests, securely assign rooms and keys, verify credit, and process payments during check-out.
  • Maintain a comprehensive understanding of the hotel’s property management system, rates, and packages. Regularly check availability for reservations and confirm bookings via phone and online.
  • Assist guests with various needs, including luggage handling, restaurant reservations, and coordinating housekeeping and maintenance requests.
  • Communicate room status changes to the Housekeeping department promptly.
  • Address guest complaints professionally, employing problem-solving skills to meet their needs, and follow up with management as necessary.
  • Possess thorough knowledge of hotel services, local attractions, dining options, entertainment, and travel directions.
  • Deliver guest amenities as required.
  • Adhere to all safety and emergency protocols, leading emergency situations when necessary, and manage guest valuables and Lost and Found according to policy.

Qualifications:

  • High School diploma or equivalent.
  • Proficient with technology and quick to learn new systems; experience with Property Management Systems is preferred.
  • A minimum of 1 year of customer service experience is required, preferably in a hotel setting.
  • Ability to thrive in a collaborative team environment with a positive, customer-centric attitude.
  • Demonstrated success in resolving guest complaints effectively.
  • Capable of maintaining professionalism under pressure.
  • Willingness to work flexible hours, including nights, weekends, holidays, and during peak seasons.

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