Front Desk Agent

Position Summary

The Front Desk Agent is responsible for greeting guests in a courteous and efficient manner, handling inquiries, checking in/out, and reserving rooms.

Established in 1988 as a family-owned business, Raines Co. has grown into a fully integrated development, management, and investment company that develops, operates, and owns leading hotel brands as well as boutique hotels.

We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and opportunities to advance your career within the company.

• Ensures outstanding customer service at all times
• Maintains a friendly, professional, cheerful, and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations
• Consistently resolves guest problems and complaints efficiently, demonstrating a sense of urgency
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
• Uses suggestive selling techniques to sell room nights, increasing occupancy and revenue
• Allocates rooms to expected arrivals after checking guests preferences and special requests
• Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
• Ensures phone calls, wake‑up calls and messages for guests are handled promptly, efficiently and professionally
• Cross‑checks all billing instructions to ensure they are correctly updated
• Handles group arrivals and pre‑registers each guest
• Ensures payments are made or on file for each guest and that billing is routed for groups correctly
• Completes cash transactions and maintains full responsibility for personal bank institutions
• Ensures Front desk log (book or system) is read and updated
• Ensures safety by following guest check‑in and security procedures and reporting suspicious activity to security, manager, or MD
• Assists all departments in servicing the guests especially during high volume periods
• Attends meetings as required

• Experience in customer service, forward-facing, or other guest-related positions
• Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred
• Proficient in Microsoft 365 or similar computer applications
• Minimum high school diploma, GED or equivalent

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pre‑employment background check required.