JOB SUMMARY

The Front Desk Agent will greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of their stay, maintaining Five Star Service Standards.

KEY RESPONSIBILTIES:

The primary responsibilities for the Front Desk Agent include but are not limited to:

• 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 with routine efficiency from a computer system, confirming pertinent information including number of guests and room rate.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer and update Guest profiles.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Take ownership of guest challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Complete all other assignments, duties and tasks as assigned by the Front Desk Manager.

In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Experience in property management software, such as OPERA, is preferred.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrated ability to work cohesively with a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office suite products.

CANDIDATE PROFILE

Education:

Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.

Experience:

Must have at least one (1) or more years of related guest experience, with experience in Hospitality preferred.

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.