Front Office Reception Agent

Cary, NC, USA|

Job Overview

Benefits

401(k)

401(k) matching

Dental Insurance

Employee assistance program

employee discount

Flexible spending account

Health Insurance

Life insurance

Paid Time Off

Referral program

Tuition Reimbursement

Vision Insurance

Job Description

The Umstead Hotel and Spa is a renowned luxury resort located in the heart of North Carolina. Known for its exceptional service, elegant accommodations, and serene environment, the hotel combines modern luxury with a warm, welcoming atmosphere. With a commitment to providing an outstanding guest experience, The Umstead has garnered a reputation for excellence in hospitality. As a leading establishment in the luxury hotel industry, The Umstead offers a range of amenities including fine dining, spa services, and curated guest experiences that cater to both leisure and business travelers. The hotel values professionalism, attention to detail, and personalized service as key elements of its brand identity.

The Umstead is currently seeking a Reception Agent to join its dedicated front office team. This position plays a critical role in enhancing guest satisfaction by delivering prompt, efficient, and courteous service throughout the guest experience. The Reception Agent is the first point of contact for guests arriving, departing, or currently staying at the hotel, and is responsible for creating a welcoming and smooth check-in and check-out procedure. This role will require the successful candidate to register guests promptly, handle special requests, provide information about the hotel and surrounding area, and coordinate with other hotel departments such as Bell staff, Housekeeping, Reservations, and Room Service to meet guest needs efficiently. The Reception Agent is expected to stay up to date with hotel operations, room availability, credit procedures, and current promotions to ensure seamless service delivery and revenue protection.

Key responsibilities include checking daily arrival lists, updating registration information for accuracy, resolving guest issues diplomatically and promptly, and managing guest communications such as mail and messages. The role demands excellent communication skills, a strong ability to work both independently and as part of a team, and familiarity with essential front office technology including switchboards, credit card machines, and alarm systems. This position offers an excellent opportunity for hospitality professionals who are passionate about enhancing guest experiences and are eager to work in a luxury hotel environment that values excellence. The Umstead also emphasizes continual employee development and offers competitive benefits and a supportive work culture to enhance job satisfaction and personal growth.

Job Requirements

high school diploma or equivalent
preferably bachelor’s degree in hospitality or hotel management
experience in luxury hotel environment preferred
ability to operate various front office equipment
effective communication skills
ability to work independently and as part of a team

Job Qualifications

high school diploma or equivalent
bachelor’s degree in hospitality or hotel management preferred
experience working at a luxury property or hotel preferred
effective communication skills with colleagues, guests, and supervisors
ability to operate switchboard, fax, key equipment, credit card machines, printers, and hotel alarm systems
ability to work as a team as well as individually

Job Duties

register, process, and greet customers promptly
check the daily arrival list and block any special requests
respond to guest requests for information about the hotel and its surroundings
arrange for special services requested by the guest
stay current with developments in the hotel by reviewing communication tools
arrange fulfillment of guest services by coordinating with Bell staff, Housekeeping, Reservations, and Room Service
follow-up and verify arrivals by updating registration cards regarding spelling of guests name, address, and method of payment
resolve any guest related problems graciously and expeditiously while protecting interests of guests and the hotel
maintain awareness of current room status and availability
be fully aware of The Umstead Hotel and Spas service concepts and promotions
minimize revenue loss by adhering to established credit procedures and monitoring customer accounts
adhere to hotel policies for cash bank usage
ensure prompt delivery of guest mail and messages
demonstrate thorough knowledge of hotel services and facilities and assist guests effectively