Hotel Front Desk Agent - Loom Hotel

Job Description

Location:

The LOOM Hotel, 400 Knight Street, Warwick, Rhode Island, United States of America.

DEPARTMENT: Front Office
REPORTS TO: Front Office Manager
STATUS: Non-Exempt

POSITION SUMMARY:

This highly visible role has a direct impact on creating the guest experience. It welcomes and accommodates guests, visitors, and staff in a warm and courteous manner, oversees the guest registration and check‑out process, promotes hotel services and amenities, and provides helpful information.

RESPONSIBILITIES:

• Have a true desire to satisfy the needs and desires of guests and others in a fast‑paced environment, performing all duties aimed at maximizing guest service.
• Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention, and be ready to assist them at all times.
• Register guests who have made advance reservations efficiently and pleasantly; greet visitors looking for accommodations and attempt to meet their needs.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
• Accommodate room changes expediently.
• Maintain a high level of knowledge of the hotel, including rates, promotions, room types, services, amenities, restaurant offerings, hours of operation, and the hotel's historical significance.
• Acquaint guests with city attractions, community events, and nearby areas of interest.
• Help resolve guest issues and respond to special requests; in the case of a service failure, listen empathetically, report to management, and implement appropriate service recovery to restore satisfaction.
• Settle guest accounts upon check‑out and process payments accurately following accounting procedures and cash‑handling policies.
• Respond to all questions from guests, visitors, or coworkers courteously and accurately.
• Ensure proper key control and other security measures.
• Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols.
• Work closely and cooperatively with other front office and administration staff, exemplifying strong teamwork and professional respect.
• Communicate pertinent guest information to designated departments/personnel.
• Properly handle lost and found items.
• Report accidents, injuries, and any unsafe conditions to management and maintenance.
• Report all maintenance issues for guest satisfaction.
• Report to work wearing the required uniform and meeting professional grooming standards.
• Maintain confidentiality of all guests and hotel information.
• Perform other duties as assigned.
• Actively participate in ongoing training.

KNOWLEDGE, SKILLS AND ABILITIES:

• Clearly and pleasantly communicate verbally and in writing in English with guests, management, and co‑curators.
• Strong customer-relations skills and total commitment to guest satisfaction; a "people-person" who thrives on public contact.
• Ability to handle upset or angry guests.
• Professional appearance and demeanor.
• Knowledge of computer keyboard and printer operation; ability to accurately and efficiently input information into computer systems.
• Ability to work quickly and thoroughly under pressure.
• Knowledge of hotel facilities and features.
• Ability to attend to more than one task at a time.
• Ability to maintain excellent attendance and punctuality.
• Knowledge of area and surrounding communities.

EXPERIENCE: Customer Service experience preferred.

PHYSICAL DEMANDS:

• Must be able to stand for long periods of time.
• May include crowded office setting or close quarters.
• General office environment with limited physical activity.

This job description is not an exclusive or exhaustive list of all job functions that a Curator in this position may be asked to perform from time to time.