Front Office Agent
EOS Hospitality
Front Office Agent
EOS Hospitality
Posted 3 months ago
Full Time
Hilton Head Island, South Carolina
In Person
Smart Summary
Responsibilities
The Front Office Agent is responsible for managing hotel operations, including handling guest reservations, check-ins, and inquiries with professional telephone etiquette. They must also resolve guest complaints, maintain accurate guest records, and ensure the security of assigned bank funds.
Qualifications
You have a high school education or equivalent and 1-2 years of experience in a similar role. You are expected to maintain complete knowledge of hotel operations, answer telephone calls promptly, describe accommodations, and book reservations accurately. Your ability to resolve guest complaints and manage assigned banks is crucial for guest satisfaction.
Must Have Skills for ATS
Hotel operations
Reservation booking
Guest history management
Telephone etiquette
Guest complaint resolution
Job Description
Responsibilities
- Maintain complete knowledge of hotel operations, scheduled daily activities, and room products.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
- Ascertain callers' needs through open-ended questions.
- Describe room accommodations and all amenities.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in the system following hotel SOP’s.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- The ability to exercise personal discipline and extra diligence to assure that projects are completed on a timely basis.
- Resolve guest complaints, ensuring guest satisfaction.
- Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure.
- Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery).
- Present folio to guest and resolve any disputed charges.
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
- Perform additional duties, as assigned.
- Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines.
- Possess an eye for the smallest detail and maintain a keen sense of urgency.
- Ability to think clearly, remain calm, and resolve problems using good judgment.
- Must be able to bend, stoop, squat, and stretch to fulfill necessary tasks.
- Must be able to lift, push, and pull up to 30lbs. on a regular and continuing basis
- Must be able to stand and exert well-paced mobility for up to 8 hours in length
- Education: High school or equivalent preferred.
- Experience: 1 to 2 years in a similar position experience preferred.
- Grooming: All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided).
Company Benefits:
- Medical, Dental, Vision and other ancillary benefits
- Employee discounts on food and beverages
- 401k Company Matching
- Opportunities for advancement
- Paid Parental Leave and more!
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