Front Desk Agent

About us: 

The Neiders Company, founded in 1989, is a fully integrated real estate investment firm headquartered in Seattle, Washington. We currently own and operate over 85 apartment communities in the Pacific Northwest and Southwestern United States with other markets under consideration. 

Job Summary:

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service while managing daily front desk operations. This role is responsible for handling check-ins and check-outs, managing reservations, processing payments, and responding to guest needs with professionalism and efficiency. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, and is committed to upholding the highest standards of accountability and legendary service.

Essential Functions: (Include but are not limited to):

Responsibilities: 

Accountability: 

• Handle all aspects of guest check-in and check-out procedures with precision and accuracy. 
• Manage reservations, cancellations, and modifications ensuring all records are meticulously maintained. 
• Handle cash transactions and always maintain a balanced cash drawer. 
• Ensure all guest requests and inquiries are addressed promptly and effectively. 
• Maintain a clean and organized front desk area, including stocking supplies and informational materials. 

Legendary Customer Service: 

• Greet guests with a warm and friendly attitude, making them feel welcome and valued from the moment they arrive. 
• Anticipate guest needs and provide personalized recommendations and assistance to enhance their stay. 
• Handle guest complaints and concerns professionally and efficiently, striving to resolve issues to the guest's satisfaction. 
• Demonstrate empathy, patience, and resilience when dealing with challenging guests. 
• Go above and beyond to create memorable experiences that exceed guest expectations. 

Dealing with Difficult Situations: 

• Remain calm and composed under pressure, maintaining professionalism and composure in challenging situations. 
• Exercise discretion and tact when addressing sensitive issues or difficult guests. 
• Collaborate with other team members to find solutions and ensure a positive outcome. 
• Follow established protocols and procedures for handling emergencies or security incidents. 

Dealing with Difficult Situations: 

• Remain calm and composed under pressure, maintaining professionalism and composure in challenging situations. 
• Exercise discretion and tact when addressing sensitive issues or difficult guests. 
• Collaborate with other team members to find solutions and ensure a positive outcome. 
• Follow established protocols and procedures for handling emergencies or security incidents. 

Qualifications: 

• High school diploma or equivalent
• Strong customer service and communication skills (verbal and written)
• Basic computer skills (email, data entry, Microsoft Office or Google Workspace)
• Familiarity with property management systems
• Comfortable handling cash and credit card transactions
• Ability to multitask in a fast-paced environment
• Reliability and punctuality
• Flexibility to work various shifts, including evenings, weekends, and holidays
• Ability to stand for extended periods
• Previous hotel front desk or hospitality experience
• Experience with social media marketing (highly preferred)

Benefits:

• Medical, Dental, and Vision insurance (eligible after 60 days)
• MetLife Supplemental Insurance options
• Employee Assistance Program (legal, financial, and counseling services)
• 401(k) plan (after 90 days)
• Long-Term and Short-Term Disability options
• 15 PTO days, 6 paid holidays, and 1 floating holiday
• ORCA card
• Wellness program and e-learning platform for ongoing development

EEO / ADA Statement The Neiders Company LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations to qualified individuals with disabilities.