Overview
This is an exciting opportunity to be part of a unique hospitality team for the Hampton Inn & Suites Raleigh Midtown. As a Front Desk Agent, you will oversee all front desk activities. This includes checking guests in and out, ensuring all reservations are handled efficiently and accurately, answering calls, anticipating guests needs and having a confident, pleasant, and professional demeanor. The Front Desk Agent must reflect the hotel’s culture, values and reputation with all staff, guests, vendors and partners.
Position Type: Full-Time or Part-Time, Hourly Employee, Over-Time Eligible
Reports To: Assistant General Manager
Essential Functions:
· Welcome every guest that walks in the front door and assisting when needed.
· Check guests in and out in a confident, professional, and personalized manner.
· Ensure that all individual and group/block reservations are handled efficiently and effectively.
· Ensure that all calls are answered and addressed in a courteous and professional manner.
· Strive to anticipate any services or needs that a guest may require, and work to meet those needs.
· Effectively handle all call-in or walk-in reservations.
· Comply with shift checklists and Standard Operating Procedures (SOPs).
· Possess fluent knowledge of local restaurants, special events, city attractions, amenities and directions.
· Ensure immediate response is given to any guest comments or concerns.
· Maintain an accurate log of concerns and resolutions.
· All of our staff are expected to greet guests that are in close proximity and to make each feel important by providing a genuine welcome.
· Serve as the main point of contact during your shift for any guest concerns or complaints and involve a manager as needed to achieve proper resolution.
Skills, Abilities & Behaviors:
· Empathetic approach to problem solving
· Inspired to perform well by the ability to contribute to the success of the property
· Works well as a member of a team and group
· Exhibits the ability to anticipate needs of others
· Thinks quick on their feet
· Enjoys working with details
· Must be able to speak, read, write and understand the primary language of the workplace
· Responsible, reliable, and ethical
· Capable of carrying out a given task with all details necessary to get the task done well
· Ability to speak effectively before groups of co-workers
· Ability to understand computer programs such as the property management system
· Ability to apply concepts of math including addition, subtraction, multiplication, and division using whole numbers, common fractions and decimals
Service Principles We Live By:
· We always respond with what we can do, not with what we won’t do.
· We go above and beyond by delivering more than expected.
· We believe that having empathy is an essential characteristic in how we deliver awesome service.
· We believe in being our authentic and genuine selves by treating everyone with respect and care.
· We believe in remaining true to our word and with integrity.
· We believe that our rooms should feel like home. If a guest needs something, we work to make it so.
Note: This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time.
Education and Experience:
- High school diploma or GED
- One (1) year related experience in hospitality or service industry
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee will be required to stand, walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day; will use hands and fingers repetitively; view computer screens for long periods of time; use office equipment, including a telephone.
- May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
- Must be capable of effectively using close vision, distance vision, and color vision.
- Able to operate in mentally and physically stressful situations.
Work Environment:
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee occasionally works near moving mechanical parts.
- The noise level in the work environment is usually moderate but could become loud from time to time.
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Paid time off
- Vision insurance
Schedule:
Ability to commute/relocate:
- Raleigh, NC 27601: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Hotel experience: 1 year (Required)
Work Location: In person
Embark on a rewarding career where your hospitality talents shine! We value energetic professionals dedicated to delivering outstanding guest experiences. Join us to grow your skills in a vibrant environment that celebrates teamwork, professionalism, and service excellence.
Job Type: Full-time
Benefits:
- Dental insurance
- Paid time off
- Vision insurance
Work Location: In person
