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 at Residence Inn serves as the primary point of contact for guests, ensuring a welcoming and efficient check-in and check-out experience. This role is pivotal in maintaining the hotel's reputation by delivering exceptional customer service and addressing guest inquiries promptly and professionally. The agent manages reservations, processes payments, and coordinates with other hotel departments to meet guest needs and resolve any issues. Additionally, the Front Desk Agent supports administrative tasks such as maintaining accurate records and handling communication channels. Ultimately, this position contributes significantly to guest satisfaction and the smooth operation of the hotel front desk.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service or front desk role, preferably in the hospitality industry.
• Basic computer skills, including familiarity with property management systems and Microsoft Office.
• Strong communication skills, both verbal and written.
• Ability to work flexible hours, including weekends and holidays.
• Open Availability

Preferred Qualifications:

• Experience working in a hotel or lodging environment.
• Knowledge of durable goods manufacturing industry terminology and processes.
• Proficiency in multiple languages.
• Certification in hospitality or customer service training.
• Familiarity with local area attractions and transportation options.
• FOSSE PMS System.

Responsibilities:

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Manage guest check-in and check-out processes efficiently using the hotel’s property management system.
• Handle guest reservations, cancellations, and modifications accurately and promptly.
• Respond to guest inquiries and requests via phone, email, or in person, ensuring timely resolution.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs and maintain room availability.
• Process payments, issue receipts, and maintain accurate financial records for all transactions.
• Maintain the cleanliness and organization of the front desk area and lobby.
• Assist with administrative duties such as filing, reporting, and inventory management as needed.

Skills:

The Front Desk Agent utilizes strong interpersonal and communication skills daily to engage with guests and provide exceptional service, ensuring their needs are met promptly and courteously. Organizational skills are essential for managing reservations, coordinating with various departments, and maintaining accurate records. Problem-solving abilities help the agent address guest concerns effectively and maintain a positive guest experience. Technical skills, including proficiency with property management software and basic office applications, enable efficient handling of check-in/check-out processes and financial transactions. Additionally, adaptability and multitasking skills are crucial for managing a dynamic front desk environment and responding to varying guest demands throughout the day.