Front Office Agents

Grow with us...

Life at SH is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

POSITION OVERVIEW 

The Front Office Agent serves as the first point of contact for guests. This role involves handling check-ins and check-outs, managing reservations, and providing information and assistance to ensure a positive guest experience. The Front Office Agent plays a key role in creating a welcoming environment and ensuring a positive guest experience.  This position is also responsible for managing incoming and outgoing calls and is essential in maintaining effective communication within the hotel, ensuring that guests have a seamless and enjoyable experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Check-in and check-out hotel guests in a confident, professional, and friendly manner, ensuring a smooth and efficient experience.  

• Address guest inquiries, requests, and complaints promptly and professionally, ensuring high levels of guest satisfaction. 

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day or night. 

• Manage payments, including cash, credit card transactions, and room charges. 

• Complete all items as listed on shift checklists.  

• Maintain accurate records of guest information, room assignments, and billing. 

• Complete all items as listed on shift checklists.  

• Follow proper cash handling procedures.  

• Work closely with housekeeping, maintenance, and other departments to fulfill guest needs and ensure smooth operations. 

• Maintain familiarity with hotel management software and basic computer skills. 

• Knowledgeable of hotel fire, emergency, and safety procedures. 

• Respond to all incoming calls promptly and courteously, directing them to the appropriate departments or individuals. 

• Assist guests with various requests, such as room service orders, wake-up calls, or information inquiries, and ensure their needs are met. 

• Take accurate messages for guests or staff members and ensure they are delivered promptly. 

• Screen calls to identify the nature of the inquiry and transfer them to the correct department or person. 

• Handle emergency calls calmly and efficiently, following the hotel's procedures to ensure guest and staff safety. 

• Maintain accurate logs of incoming and outgoing calls, messages, and any guest complaints or requests. 

• Provide guests with information about the hotel’s services, amenities, and local attractions. 

• Communicate guest requests and information to relevant departments, such as housekeeping, maintenance, or room service. 

QUALIFICATIONS & SKILLS 
 REQUIRED: 

• Previous hotel experience.