Front Desk Agent

Warm, guest-focused, and ready to be the face of the hotel? Prime Group is looking for a Front Desk Agent to welcome guests, manage check-in and check-out, and help create an outstanding stay from arrival to departure.

Job Summary

The purpose of the Front Desk Agent is to create the ultimate guest experience for all guests of our hotel. The Front Desk Agent will recognize, acknowledge, welcome, serve, and depart all guests and visitors arriving to and from the hotel. Primary duties for this shift will focus on some or all of the following areas, including but not limited to: guest check-in/check-out, night audit, food & beverage service, kitchen, meetings/banquet setup and service, transportation, market, or other guest requests.

What You'll Do

Essential Duties and Responsibilities

• This position is empowered to guarantee total guest satisfaction
• Display hospitality and professionalism to our guests at all times
• Take pride in representing PMG Hospitality professionally with our guests
• Ensure that all transactions with guests are handled in a legal, ethical manner
• Comply with Company Standards of Service as outlined for PMG Hospitality
• Project a favorable image of PMG Hospitality to the public at all times
• Treat guests, vendors, customers, and co-workers with professionalism and respect at all times
• Complete Departmental, PMG Hospitality, and Brand standards training as assigned
• Maintain a clean and neat appearance at all times, including a complete uniform or business dress and name tag in public areas
• Have a thorough knowledge of emergency procedures
• Work flexible hours/schedule, including evenings, weekends, and holidays
• Demonstrate a working knowledge of all hotel services and facilities, as well as the local area, to effectively assist guests
• Understand and apply all hotel safety and security procedures to maintain a secure environment for employees and guests
• Keep the immediate supervisor promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken
• Assist all guests in a sincere and courteous manner, going the extra mile to ensure total guest satisfaction
• Develop and maintain productive interpersonal relationships and relate well with a wide variety of individuals

Front Desk

• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible; maintain and provide accurate information on hotel facilities
• Maintain cash bank per accounting guidelines and comply with all accounting procedures
• Maintain effective communication within the department and stay aware of issues relating to guest needs and general hotel operations
• Attend meetings as scheduled and apprise management of any concerns or suggestions
• Adhere to safety, security, and emergency procedures; react appropriately during emergencies; adhere to key handling and guest information protection procedures, including weekly key inventory
• Understand and operate front office and telephone computer systems and equipment such as calculators and fax machines
• Promptly complete the registration process — inputting and retrieving guest information, confirming stay details, selecting rooms, and providing key folders — and close out guest accounts at check-out
• Verify credit cards for authorization, handle cash, make change, balance the assigned cash bank, and post charges to guest rooms and house accounts
• Provide safety deposit boxes to guests in accordance with established hotel procedures
• Promptly and pleasantly answer the telephone, input and retrieve messages, and send/retrieve mail, packages, and faxes for guests
• Listen to and promptly resolve guest problems and complaints, documenting solutions and apprising management as needed

Night Audit

• Responsible for all tasks noted under the Front Desk category
• Verify that all charges to guest accounts made during the day are correct and post room charges so accounts are current and in balance by 6:00 a.m. the following morning
• Complete all credit card transmittals, direct bills, and no-show billings for the day
• Relocate guests in a courteous manner as needed
• Prepare all daily, monthly, and yearly reports required by the property
• Use sales techniques to effectively sell the property, maximizing occupancy and average rate
• Receive and process telephone and walk-in reservations accurately
• Act as manager on duty in the absence of the General Manager, Sales Manager, Front Desk Manager, and/or Executive Housekeeper

Breakfast Area

• Be familiar with breakfast bar setup and operation
• Assist with bussing tables and overall cleanliness of the breakfast bar
• Assist managers as necessary with light administrative responsibilities
• Work with fellow team members to ensure guest satisfaction
• Understand and comply with all property safety standards at all times
• Comply with health department standards and maintain a safe working environment, reporting and correcting unsafe acts or conditions related to food and beverage
• Reduce and keep waste at a minimum
• Practice basic stock rotation and refrigerator cleanliness; keep all work areas clean and tidy

Market / Pantry

• Stock the Market daily with all required products to maximize Market/Pantry sales
• Maintain cleanliness of the Market/Pantry to PMG Hospitality and brand appearance standards
• Inform the Front Desk Manager of any items running low so orders can be placed as necessary
• Conduct or assist in conducting monthly inventory

What You Bring

Education and/or Experience

• High school diploma required; university degree in a related field preferred
• 3 years of experience in a similar position
• Prior experience with brand systems, including their utilization and functionality
• Excellent interpersonal and organizational skills with a high degree of persuasiveness
• Excellent telephone skills
• Ability to handle multiple tasks with strict deadlines in a fast-paced, dynamic environment
• Must type at least 30 wpm and have high proficiency in MS Word and MS Excel
• Strong organizational skills, accuracy in document preparation, and attention to detail

Key Skills

• Excellent interpersonal communication skills
• Analytical and problem-solving expertise