Front Desk Agent

Chattanooga, TN, USA|

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Day Shifts

Weekend Shifts

Benefits

Health Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Training and Development

flexible schedule

uniform provided

Job Description

This esteemed establishment is a reputable hotel known for its commitment to providing exceptional hospitality services and memorable guest experiences. The hotel prides itself on maintaining high standards of professionalism and personalized service, ensuring that every guest feels welcomed and valued throughout their stay. With a focus on operational excellence and guest satisfaction, the hotel operates with a vibrant team dedicated to upholding brand standards and delivering seamless service across all departments. The ambiance combines comfort with sophistication, making it a preferred destination for both business and leisure travelers seeking quality accommodation with attentive service.

The role offered is a full-time Front Desk Officer position with the schedule set from 7am to 3pm, including mandatory weekend shifts and flexible hours on weekdays, providing a balance between consistent core hours and adaptable workdays. The primary responsibility of this role is to manage the front desk area efficiently, encompassing guest check-in and check-out operations, reservation tracking, accommodating special guest requests, and handling inbound guest communications via calls. This position is critical in maintaining the smooth functioning of front desk operations while ensuring the highest revenue per available room (RevPAR) and delivering outstanding customer service.

The Front Desk Officer plays a pivotal role in maintaining the brand's operational standards by utilizing a variety of hotel systems such as PBX phone systems, key systems, PMS reservation software, and other brand-specific tools. The officer is also entrusted with security responsibilities, safeguarding guests, employees, and hotel assets, which involves knowledge of fire alarm systems and emergency evacuation procedures. This role requires vigilance in credit controls, recognizing suspicious accounts, balancing cash transactions accurately during shifts, and ensuring all transactions are conducted with integrity and transparency.

In addition to handling routine front desk duties, the officer supports other hotel departments like the restaurant and lounge, contributing to overall guest satisfaction and operational synergy. They assist guests with luggage and uphold a professional appearance and demeanor at all times, reflecting the hotel's commitment to excellence. Adherence to confidentiality regarding the company's top accounts, financial status, employee matters, and guest information is paramount in this role.

The hotel fosters a culture of safety and compliance, requiring the Front Desk Officer to participate in safety training and enforce security policies consistently. Exceptional communication skills are essential, as this role involves engaging with guests and team members through various communication channels, ensuring clarity and professionalism. The ability to work under pressure with flexibility, a strong work ethic, honesty, and dedication to service are key attributes for success in this position.

Overall, this opportunity offers a dynamic work environment where the Front Desk Officer contributes significantly to the hotel's service excellence, operational efficiency, and guest-centric culture, playing an integral part in creating valued guest experiences and maintaining the establishment's esteemed reputation.

Job Requirements

Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment
excellent communication skills
ability to convey information and ideas through writing, telephone and personal meeting situations
engaging the audience and helping them understand and retain the message
must poses a passion to serve
skilled at establishing effective relationships with customers and internal partners
requires effective reading, writing and oral comprehension
service orientation
knowledge of principles and processes for providing customers and personal services
must have a valid driver’s license and dependable transportation available
must have an outgoing personality, be well organized, and detail oriented
must be able to work a flexible schedule to include evenings, nights, weekends, and some holidays
must have a good work ethic, be honest and work well with others
must have good cash handling skills, able to make changes, manage cash drawer
stand/walk on feet for 8 hours and work in a restrictive space/environment
must have eyesight enabling vision both near and far
finger dexterity to type, to write, and work on a computer
must speak in a clear, understandable voice, hear at a basic level, and understand English
must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds

Job Qualifications

High school diploma or equivalent
prior experience in hotel front desk or customer service preferred
knowledge of hotel reservation systems and front office operations
strong interpersonal and communication skills
ability to multitask and work in a fast-paced environment
proficiency with computer software and telephone systems
awareness of safety and security procedures
cash handling experience
demonstrated ability to maintain confidentiality
flexibility to work weekends and holidays

Job Duties

Ensure front desk operations are carried out within the systems and procedures required by brand specific standards
working knowledge of all hotel systems including PBX phone system, key system, PMS reservation systems, and brand specific training
knowledge of fire alarm system and evacuation procedures
mindful of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control
must have good knowledge of surrounding area
manage reservations and check-ins to ensure the highest RevPAR
must be responsible for the security of guests, fellow employees, and hotel assets
must perform any other required duties as requested by Supervisor to aid in better operation of the hotel, restaurant, lounge, and service to the guests
keep confidential the business functions of the company including, but not limited to, top accounts, financial status, customer/guest information, employee issues, etc.
maintains compliance with all front office standard operation procedures monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests
works with other staff to ensure awareness and compliance with all safety and security policies and procedures
ensures employee and guest safety by participating in proper training and maintenance of equipment and work area
balances PMS activity at the end of each shift and daily report as required
never drops a deposit without a witness
accurately counts and accounts for cash banks prior to and at the end of each shift
immediately report any guest issues to the Manager on Duty
does not participate in personal conversations either in person or on telephone or cell phone
assist guests with luggage as needed
well-groomed and in uniform while on property
does not eat, drink, or smoke in sight of a guest