Front Desk Agent

Holiday Inn - Stillwater, OK

Full-time - Entry Level

Stillwater, OK

Accommodation

About the position

The Front Office Agent at Highgate Hotels is responsible for delivering exceptional service to guests during their stay, from check-in to checkout. This role focuses on maximizing room revenue and occupancy while ensuring a welcoming and efficient experience for all guests. The agent will handle inquiries, manage reservations, and maintain a clean and organized work area, all while adhering to hotel standards and policies.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions as listed in the Red Book.
• Be familiar with all in-house groups and closed out or restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

Requirements

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and in writing with all levels of employees and guests.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.

Nice-to-haves

• College course work in a related field helpful.
• Must be able to cross-train in other hotel-related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.