Lead Front Desk Agent

Full-Time

Job Summary
We are seeking a friendly and professional Lead Front Desk Guest Experience Agent (night shift) to join our team. In this role, you will be the first point of contact for our guests, responsible for creating a welcoming atmosphere and ensuring a seamless check-in and check-out experience. Your exceptional customer service skills will help enhance guest satisfaction and foster memorable stays.

Key Responsibilities:

• Guest Reception: Greet and assist guests upon arrival with a warm and friendly demeanor.
• Guest Relations: Address guest inquiries, concerns, and feedback promptly and professionally to enhance guest satisfaction.
• Guest Assistance: Provide information about hotel services, local attractions, and events, and address any guest inquiries or concerns.
• Record Keeping: Maintain accurate records of guest interactions, feedback, and special requests.
• Training: Conduct training sessions for new hires.
• Check-In/Check-Out: Manage the check-in and check-out process efficiently, ensuring accuracy in reservations and billing.
• Problem Resolution: Handle escalated issues and complaints with empathy and efficiency, ensuring timely and effective resolution.
• Communication: Collaborate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Safety and Security: Monitor the front desk area for safety and security, following hotel policies and procedures.
• Operational Oversight: Monitor daily operations to ensure adherence to service protocols and organizational standards.
• Collaboration: Work closely with other departments to ensure seamless service delivery and enhance the overall guest experience.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service efficiency and effectiveness.
• Reservation Management: Handle reservations, modifications, and cancellations through the system/database.
• Sales and Promotions: Promote hotel amenities, services, and special offers to enhance the guest experience.

Qualifications:

• High school diploma or equivalent; additional education in hospitality is a plus.
• Previous experience in a front desk or guest service role preferred.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and work effectively in a fast-paced environment.
• Proficiency in hotel management software and basic computer skills.
• Availability to work flexible hours, including evenings, weekends, and holidays.