Front Desk Agent

Job Location:

Springfield, IL 62703
Salary: $15.50 - $15.75 per hour

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring exceptional guest experiences in accordance with hotel quality standards.

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent details including number of guests and room rate. Assign rooms based on guest needs, code electronic keys, certificates, and coupons as appropriate. Remain continually standing and moving throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment; perform accurate arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input and retrieve messages, and communicate content to guests. Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at check‑out and ensure guest satisfaction. If dissatisfaction arises, research and attempt to resolve problems within established guidelines, possibly escalating to a supervisor.
• Field guest complaints, conduct thorough research to develop effective solutions, and resolve complications such as location changes or credit issues. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert, especially during emergencies and high activity periods. Plan and implement detailed steps using experienced judgment and discretion. Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures; follow safety and security procedures and rules; be knowledgeable of department fire prevention and emergency procedures; use protective equipment; report unsafe conditions, accidents, injuries, near‑misses, and property damage to supervisors or managers.
• Maintain a neat, clean, and well‑groomed appearance per the team member handbook.
• Assist other Front Desk Personnel as needed.
• Perform any related duties as requested by supervisors or managers.

• High school diploma preferred; any combination of education and experience that provides the required knowledge, skills, and abilities is acceptable.
• Prior hospitality experience preferred, but not required.
• Considerable skill in using a calculator and preparing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, often requiring high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Ability to stand and move throughout the front office continuously for 95% of the shift. Lift up to 25 pounds maximum. Occasional twisting, bending, stooping, reaching, standing, and walking. Frequent talking, hearing, seeing, and smiling.

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room discounts
• Employee food and beverage discounts

EEO:
Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.