Job Description
Job DescriptionHome2 Suites Middletown
About the Role:
The Front Desk Agent at Home2 Suites Middletown plays a crucial role in ensuring a positive experience for all guests. This position is responsible for managing the front desk operations, which includes checking guests in and out, handling reservations, and addressing any inquiries or concerns. The Front Desk Agent serves as the first point of contact for guests, setting the tone for their stay and ensuring that all interactions are welcoming and professional. Additionally, this role involves coordinating with various departments to ensure that guest needs are met promptly and efficiently. Ultimately, the Front Desk Agent contributes significantly to the overall satisfaction and comfort of guests, which is vital for the hotel's reputation and success.
Minimum Qualifications:
- High school diploma or equivalent.
- Previous experience in customer service or hospitality roles.
- Strong communication and interpersonal skills.
Preferred Qualifications (mot required):
- Experience in a hotel or front desk environment.
- Familiarity with hotel management software.
- Multilingual abilities are a plus.
Responsibilities:
- Greet and welcome guests upon arrival, providing a friendly and professional first impression.
- Manage the check-in and check-out process, ensuring accuracy in billing and reservations.
- Handle guest inquiries, requests, and complaints in a timely and effective manner.
- Maintain an organized front desk area, including managing phone calls and messages.
- Collaborate with housekeeping and maintenance teams to ensure guest rooms and common areas are clean and well-maintained.
- Shifts 7a-3p, 3p-11p (mainly 3p-11p). Weekends and holidays are required
Skills:
The required skills for this position, such as strong communication and interpersonal abilities, are essential for creating a welcoming atmosphere for guests. Daily interactions with guests will require the Front Desk Agent to listen actively and respond to inquiries with clarity and professionalism. Organizational skills are also vital, as the agent must manage multiple tasks simultaneously, including reservations and guest requests. Weekends and Holidays required.
-
Respond to guest requests, concerns, service recovery issues, and online guest surveys
-
Follow up with extended-stay guests and ensure extended-stay logs are completed accurately and consistently
-
Balance cash, credit card, and ledger accounts; perform shift audit functions as assigned
-
Ensure all Front Desk reports, logs, and binders are accurate and up to date
-
Ensure active use of Kipsu throughout the entire shift
-
Assist the Sales team with administrative support as needed
-
Assist with covering shifts when necessary
-
Maintain high standards of professionalism, attendance, appearance, and safety
QUALIFICATIONS
-
Ability to multitask and prioritize effectively in a fast-paced environment
-
Demonstrated ability to work independently while following direction and established procedures
-
Demonstrated ability to adapt effectively to diverse backgrounds and personalities among employees and guests
-
Previous Front Desk or hotel experience preferred but not required
-
Strong communication, organizational, and problem-solving skills
OTHER
-
Other duties as assigned