Front Desk Agent

Job Description Summary

The Front Desk Agent’s main focus is to check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. The Agent will provide information and assistance to all guests and visitors.

Job Description

• Process all guest check-ins and check outs.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the computer and generate a registration card.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Document all guest requests, complaints or problems.
• Accept and record wake-up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Present folio to guest and resolve any disputed charges.
• Other duties as assigned by Front Office Manager.

SECONDARY JOB FUNCTIONS

• Assist PBX with switchboard duties.
• Assist with Reservations calls.
• Provide Concierge service when no Concierge is available.
• Assist in other Front Desk areas as assigned.
• Provide guest room tours.
• Legibly document maintenance needs on work orders and submit to Manager.

QUALIFICATIONS:

• Excellent phone & verbal communication skills.
• Previous hotel experience preferred.
• Flexible schedule.
• Some college or training in Hospitality Industry.
• Previous experience as Front Desk Agent preferred.
• Previous cashiering and customer service experience.
• Ability to suggestively sell.
• Previous guest relations training.

Additional Job Description

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Health Benefits (Health & Dental Insurance)
• 401(k) Retirement Plan
• Vacation
• Sonesta Hotels & Other Outlets Discounts
• Paid Holidays
• Sick Days
• Educational Assistance
• Employee Recognition Programs
• Newborn & Adopted Child Leave
• Spousal & Domestic Partner Leave
• Life Insurance
• Short Term Disability
• Long term Disability
• Employee Referral Program
• Credit Union
• Direct Deposit
• Employee Activities & Events

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.