Front Desk Agent - 3pm - 11pm; 40 hours/week

Description

The Front Desk Agent plays a critical role in Hotel Management of New Orleans' mission to unparalleled customer service. Reporting to the Front Desk Manager and General Manager, this role focuses on managing guest services, ensuring smooth hotel operations, and upholding the highest standards of hospitality. The ideal candidate must possess excellent verbal and written communication skills, be detail-oriented, and thrive in a fast-paced environment.

Essential Duties and Responsibilities (include but are not limited to)

Guest Services

• Serve as the primary point of contact for guests, managing all aspects of guest service, including check-in, check-out, guest requests, and resolving complaints to ensure guest satisfaction.
• Provide guests with accurate information about hotel amenities, parking, directions, and local attractions.
• Coordinate with bell and valet staff to ensure seamless guest support.

Hotel Operations

• Verify room readiness by coordinating with housekeeping to ensure timely and accurate room preparation.
• Process cash receipts, credits, and charges to guest accounts with accuracy.
• Handle mail, packages, messages, and telephone calls in a professional manner.
• Document and report maintenance deficiencies and other operational issues to appropriate departments.

Safety and Security

• Adhere to hotel life safety systems and emergency procedures.
• Securely manage room key inventory and guest information.
• Ensure compliance with cash handling procedures and maintain the security of the shared cash bank.

Other Responsibilities

• Maintain the lobby and front desk area in an organized and professional manner.
• Demonstrate working knowledge of hotel room types, layouts, and amenities to effectively meet guest needs.
• Complete additional tasks as assigned by the Front Desk Manager or General Manager.

Requirements

• Minimum of 1 year of experience in a customer service or hospitality-related role preferred.
• Strong communication skills, both verbal and written, with a professional demeanor.
• Proficiency in basic math and handling cash transactions.
• Familiarity with property management systems, or the ability to learn quickly.
• Ability to multi-task, prioritize, and remain calm under pressure in a fast-paced environment.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.

Physical Requirements:

• Must be able to stand, walk, and use hands for extended periods.
• Occasionally required to lift and move up to 20 pounds.