Front Office Agent

Join Ithaka Hospitality Partners on an Exciting Journey!

Ithaka Hospitality Partners is seeking a friendly, professional, and service-oriented Front Office Agent to join our team at Elevation Convening Center & Hotel
, a purpose-driven destination overlooking downtown Montgomery, AL. This role is essential to creating a welcoming first impression and delivering exceptional guest experiences.

The Front Office Agent is responsible for providing accurate, courteous, and efficient service during guest check-in and check-out. This role handles reservations, guest inquiries, and front desk operations while ensuring compliance with hotel policies and brand standards. The Front Office Agent plays a key role in guest satisfaction by delivering personalized service and supporting smooth daily front office operations.

• All hotel features/services and hours of operation.
• All hotel restaurant food concepts, menu price range, dress code, and ambiance.
• All hotel room types, numbers/names, layout appointments, amenities, and locations.
• All hotel room rates, special packages and promotions, and room availability status for any given day.
• Daily house count and expected arrivals/departures.
• Scheduled daily group activities, names, and locations of meeting rooms.
• Maintain complete knowledge and comply with all hotel policies and procedures.
• Meet with departing Overnight Agents to review business status and follow-up items.
• Set up workstations with necessary supplies; maintain cleanliness throughout the shift.
• Promote positive guest relations to all individuals approaching the Guest Services Areas
• Handle guest complaints by following the procedures and ensuring guest satisfaction.
• Collect guest preferences for all guests.
• Access all functions of computer systems according to established procedures and standards.
• Answer the department telephone using proper telephone etiquette.
• Provide callers with accurate information on hotel facilities and services.
• Document all guest requests, complaints, or problems immediately and notify the designated department/personnel for resolving the situation.
• Accept and record wake-up call requests.
• Assist in emergency situations as a central communication center for the hotel.
• Book reservations accurately and in a professional manner.
• Hard-block any special room request, such as handicap-accessible rooms and suites.
• Document and confirm reservations and cancellations.
• Promote packages, promotions, and upsell whenever possible.
• Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
• Generate, print, and distribute daily and weekly reports.
• Pre-register designated guests and prepare key packets.
• Process all guest check-in according to established hotel requirements.
• Register guests in the computer and generate a registration card.
• Verify registration card information with guests.
• Obtain backup information for guests; credit/payment method and input into the system; collect cash when designated.
• Obtain proper identification for tax-exempt guests and retain a copy.
• Introduce Bell Person to escort guests and transport their luggage to the room.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Request guest comments on their stay.
• Handle requests for late checkouts according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel procedures.
• Assist all departments in obtaining appropriate information regarding groups' inventory and guest information.
• Adhere to proper accounting procedures:
• Process adjustment vouchers, paid-outs, and miscellaneous charges.
• Make change for guests and cash guests' personal checks/travelers checks.
• Post charges and settle room accounts.
• Process all checkouts according to established hotel requirements.
• Resolve…