Front Desk Agent - FT
US-OH-Columbus
Careers (PNG Apply)
Req #: 138770
Type: Regular Full-Time
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Responsibilities: * Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction. * Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events. * Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication. * Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access. * Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability. * Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate. * Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience. * Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction. * Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially. * Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements. * Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items. * Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported. * Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards. * Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns. * Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies. * Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation. * Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed. * Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures. * Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices. * Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned. Qualifications: * Must be at least 21 years of age. * Requires high school diploma/GED. * Minimum one year of customer service experience; hotel experience strongly preferred. * Ability to communicate clearly and professionally with guests, management, and team members. * Strong interpersonal, problem-solving, and guest service skills. * Ability to work effectively under pressure, always remaining calm and courteous. * Ability to stand for extended periods and manage paperwork efficiently. * Computer proficiency preferred, experience with property management systems a plus. * Bilingual English/Spanish skills preferred. * Knowledge of local attractions, entertainment, and dining options preferred. * Availability to work a flexible schedule including weekends, holidays, and varied shifts.
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