Front Desk Agent

Job Description

Job Description

About Company:

Gulph Creek Hotels is widely recognized as the leading hotel management company on the East Coast. Our portfolio of managed properties consistently outperforms the market and exceeds financial return expectations. Established in 1995, Gulph Creek Hotels represents some of the most prestigious brands in the hospitality industry, including Marriott and Hilton. We leverage our extensive management and development expertise to drive success across our growing portfolio.

• Consistently surpassing the performance of competing properties.
• A team of highly skilled, responsive managers and staff members.
• Extensive expertise in operations, sales, and marketing.

The owners of Gulph Creek Hotels are directly involved in daily operations and frequently visit properties to ensure optimal performance and support the success of our team members.

About the Role:

The Front Desk Agent plays a crucial role in creating a welcoming atmosphere for guests at our establishment. This position is responsible for managing the front desk operations, ensuring that all guests receive exceptional service from check-in to check-out. The Front Desk Agent will handle reservations, answer inquiries, and resolve any issues that may arise during a guest's stay. By maintaining a high level of professionalism and efficiency, the Front Desk Agent contributes to the overall guest experience and satisfaction. Ultimately, this role is vital in fostering repeat business and positive word-of-mouth for our accommodation services.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in the hospitality industry.
• Strong verbal and written communication skills.

Preferred Qualifications:

• Experience with hotel management software or property management systems.
• Multilingual abilities to assist a diverse range of guests.
• Certification in hospitality or customer service training.
• Prior hospitality experience is a plus

Responsibilities:

• Greet and welcome guests upon arrival, providing a friendly and professional first impression.
• Manage check-in and check-out processes, ensuring accuracy in billing and reservations.
• Handle guest inquiries and requests promptly, providing information about hotel services and local attractions.
• Resolve guest complaints and issues in a timely and effective manner to ensure guest satisfaction.
• Maintain the cleanliness and organization of the front desk area and ensure all necessary supplies are stocked.
• Other duties and responsibilities assigned by Manager

Skills:

The required skills for this role include strong communication and interpersonal abilities, which are essential for interacting with guests and addressing their needs effectively. Organizational skills are also crucial, as the Front Desk Agent must manage multiple tasks simultaneously, such as checking in guests, answering phone calls, and handling payments. Problem-solving skills are necessary to resolve guest complaints and ensure a positive experience. Preferred skills, such as familiarity with hotel management software, enhance efficiency in managing reservations and guest information. Additionally, multilingual abilities can significantly improve communication with international guests, further enriching their stay.