Front Desk Agent

City, State:
Rehoboth Beach, Delaware

The GUEST SERVICE AGENT serves as the primary contact for all guests throughout their stay and effectively and efficiently handles guest check‑in and check‑out, operating the front desk in accordance with standard operating procedures and providing exceptional guest service.

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate the reservation, check‑in and checkout, and credit card systems with accuracy, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet and balance the cash drawer.
• Operate the switchboard and disperse calls as required by your shift.
• Take guest messages and faxes accurately, noting date and time; repeat messages back to callers and use the message light to indicate a waiting message.
• Be knowledgeable of hotel promotions, room rates, room amenities, and building layout; advise guests on local amenities, including shopping, convenience stores, and gas stations.
• Complete daily reports, audits, and correspondence as required by your shift.
• Keep lobby and office area clean at all times.
• Set wake‑up calls as dictated by your shift.
• Prepare room status sheets for housekeeping and update housekeeping on rooms available for cleaning as guests check out or leave the hotel for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure the area if leaving the front desk, even for a moment.
• Create incident reports for guest injuries or issues when required.
• Answer all calls within three (3) rings, using the scripted call‑answering protocol.
• Take and record reservations accurately; confirm reservations as requested.
• Resolve guest complaints and maintain a high standard of customer service.
• Maintain regular attendance, punctuality, and compliance with prescribed work, break, and meal periods.
• Maintain high standards of personal appearance and grooming, in compliance with the dress code.
• Perform any additional duties as requested by the supervisor.

• High quality of work
  :
  Demonstrates accuracy, thoroughness, and monitors own work to ensure quality.
• Productivity standards
  :
  Meets or exceeds productivity standards; produces adequate volume of work efficiently within specified time.
• Customer service skills
  :
  Responds to requests for service and assistance; seeks customer feedback to improve service.
• Initiative
  :
  Asks for and offers help when needed; includes appropriate people in decision‑making.
• Accountability
  :
  Takes responsibility for own actions; performs work with little or no supervision; works independently and reliably on task completion and follow‑up.

A one‑year certificate from college or technical school; or three to six months of related experience and/or training; or an equivalent combination of education and experience. Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; fluency in English; ability to interpret and perform basic computer and POS system functions.

• Indoor work environment.
• May be exposed to and use of cleaning chemicals throughout the shift.
• Minimal to moderate noise levels consistent with hotel environment.

• Stand more than two‑thirds of the time.
• Walk less than one‑third of the time.
• Sit less than one‑third of the time.
• Lift up to 15 lbs.
• Push or pull up to 10 lbs.

Stonebridge is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members.

Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.