Front Desk Agent

About Company:

Gulph Creek Hotels is widely recognized as the leading hotel management company on the East Coast. Our portfolio of managed properties consistently outperforms the market and exceeds financial return expectations. Established in 1995, Gulph Creek Hotels represents some of the most prestigious brands in the hospitality industry, including Marriott and Hilton. We leverage our extensive management and development expertise to drive success across our growing portfolio.

• Consistently surpassing the performance of competing properties.

• A team of highly skilled, responsive managers and staff members.

• Extensive expertise in operations, sales, and marketing.

The owners of Gulph Creek Hotels are directly involved in daily operations and frequently visit properties to ensure optimal performance and support the success of our team members.

About the Role:

The Front Desk Agent serves as the primary point of contact for guests at a hospitality establishment, ensuring a welcoming and efficient check-in and check-out experience. This role is pivotal in creating a positive first impression and maintaining guest satisfaction throughout their stay. The Front Desk Agent manages reservations, processes payments, and addresses guest inquiries or concerns promptly and professionally. They collaborate closely with other hotel departments to coordinate guest services and resolve any issues that may arise.

Ultimately, this position contributes significantly to the overall guest experience and the smooth operation of the front desk area.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in hospitality or front desk operations.
• Basic computer skills and familiarity with property management software.
• Strong communication and interpersonal skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience with hotel reservation systems such as Opera or similar platforms.
• Multilingual abilities to assist a diverse guest population.
• Knowledge of local area attractions and services.
• Certification in hospitality or customer service training programs.
• Demonstrated problem-solving skills and ability to handle difficult situations calmly.

Responsibilities:

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Manage guest check-in and check-out processes efficiently using property management systems.
• Handle reservations, cancellations, and modifications accurately and promptly.
• Respond to guest inquiries, requests, and complaints in a courteous and timely manner.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Process payments, issue receipts, and maintain accurate records of transactions.
• Maintain the cleanliness and organization of the front desk area.
• Provide information about hotel services, local attractions, and transportation options.
• Ensure compliance with all hotel policies and procedures, including safety and security protocols.

Skills:

The Front Desk Agent utilizes strong communication skills daily to interact effectively with guests, ensuring their needs are understood and met promptly. Organizational skills are essential for managing reservations, coordinating with other departments, and maintaining accurate records. Proficiency with property management software enables efficient processing of check-ins, check-outs, and payments. Problem-solving abilities are frequently applied to resolve guest concerns and unexpected situations with professionalism and tact.

Additionally, multilingual skills, when present, enhance the ability to serve a diverse clientele, improving overall guest satisfaction.