Front Desk Agent

Durham, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Professional development opportunities

Employee wellness programs

Job Description

21c Museum Hotels is an innovative hospitality company that uniquely combines contemporary art museums with boutique hotel experiences and chef-driven restaurants. Established as a pioneer in integrating the world of art with hospitality, their hotels are more than just places to stay; they are vibrant cultural destinations. Each location serves not only as a boutique hotel but also as a dynamic art space showcasing multi-venue contemporary art exhibitions. This fusion creates a welcoming and enriching environment for both guests and the surrounding community. The company's commitment to art and culture enhances every guest's stay, providing a one-of-a-kind experience that goes beyond traditional hotel services. 21c Museum Hotels fosters a work culture that values creativity, community engagement, and excellent service, encouraging employees to embrace their passion for art and hospitality. They invite enthusiastic individuals to join their team and become part of their 'Flock,' contributing to a superior guest experience in a vibrant and artistic atmosphere.

The role of the Front Desk Agent at 21c Museum Hotels is pivotal in delivering exceptional customer service through every touchpoint of the guest journey. Reporting to the Front Desk Supervisor or Front Office Manager, the Front Desk Agent acts as the primary face and voice of the hotel, engaging warmly with guests and managing every aspect of their arrival, stay, and departure. The position demands an individual who is not only knowledgeable about the hotel’s varied services but also passionate about creating memorable experiences, from welcoming guests and processing check-ins and check-outs to facilitating guest inquiries and coordinating special requests before arrival. This role requires excellent communication skills, organizational ability, and the capability to handle multiple tasks efficiently while maintaining a friendly and courteous demeanor.

Among the key responsibilities are handling telephone and in-person guest inquiries, utilizing suggestive selling techniques to enhance occupancy and revenue, and managing cash transactions with precision and integrity. The Front Desk Agent is also expected to provide comprehensive information about local attractions and hotel offerings, including art exhibitions and gift shop merchandise, ensuring guests have all the details needed to enjoy their stay fully. Additionally, the agent assists other hotel departments to promote seamless operations and contributes to maintaining up-to-date communication and information logs. This role is vital in upholding the hotel’s reputation for excellence and creating a warm, engaging, and artistically rich environment for all visitors. It requires a high level of professionalism, attention to detail, and the ability to remain composed under pressure, all qualities that 21c Museum Hotels actively seeks in its team members.

Job Requirements

High school diploma or equivalent
Past experience dealing directly with the public and knowledge of basic customer service skills
Knowledge of cash handling procedures and computerized cash register systems
Fluency in English
Ability to understand and follow verbal and written instructions
Ability to multitask and communicate effectively verbally and in writing
Strong interpersonal skills with tact and understanding
Highly organized with attention to detail
Familiarity with office equipment including telephone, copier, cash register, PC, fax machine and PBX machine
Must be able to pass a background check

Job Qualifications

Knows standard cash handling procedures and knowledge of computerized cash register systems
Must be fluent in English
Must be able to understand and follow verbal and written instructions
Must be able to work on more than one task at a time
Must be able to communicate verbally and in writing
Must be able to use tact and understanding when dealing with customer service problems, including stressful situations
Must be highly organized and attentive to detail
Proficient with standard office equipment including telephone, copier, cash register, PC, fax machine, and PBX machine
Must pass a background check
High School diploma or equivalent
Past experience dealing directly with the public and basic customer service skills

Job Duties

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Greets and completes established check-in procedures for arriving guests on a daily basis using manual and computerized methods
Facilitates guest departure (check-out) by following established manual and computer procedures to close guest accounts
Calculates and posts monies, receipts, guest accounts and other forms of credit using accurate cash handling methods and established procedures
Courteously answers inquiries and accepts reservations by communicating hotel rates and information and using suggestive selling techniques
Maintains good customer relations by providing timely and knowledgeable responses to in-house and area functions
Accepts incoming calls, assists outgoing calls, scheduling, setting wake-up calls and paging guests
Controls cash transactions at the front desk and maintains responsibility for personal bank as per hotel policy
Maintains a friendly, cheerful and courteous demeanor at all times
Processes guest mail, messages and faxes to ensure timely and accurate delivery
Stays informed on gift shop merchandise and processes sales
Relays art exhibition information to guests
Contributes to department communications and operations through maintenance of log books
Provides assistance to other employees and departments to enhance overall hotel performance
Performs other duties as assigned by management