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Hotel Front Desk Agent
Sage Hospitality Group • Baltimore, MD 21217 • Posted 10 days ago
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In-person • Full-time • Entry Level
Job Highlights
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The Hotel Front Desk Agent at Sage Hospitality Group is responsible for providing professional and courteous service to arriving, departing, and in-house guests by responding to inquiries and providing accurate and timely information and services. This role involves managing guest check-in and check-out processes, handling cash transactions, and maintaining guest accounts using both manual and computerized methods. The agent also operates the PBX equipment and maintains customer relations by staying informed about in-house and area functions.
Responsibilities
- Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods.
- Facilitates guest departure (check-out) by following established manual and computer procedures.
- Calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods.
- Courteously answers inquiries and accepts reservations, accurately communicating hotel rates and information.
- Maintains good customer relations by staying abreast of all in-house and area functions.
- Operates the PBX equipment to assist incoming calls, schedule and set wake-up calls, and page guests.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Maintains a friendly, cheerful, and courteous demeanor at all times.
Qualifications
Required
- High School diploma or equivalent
- High school graduate level mathematical aptitude
- Knowledge of standard cash handling procedures
- Knowledge of computerized cash register systems
- Experience in dealing directly with the public
- General knowledge of basic customer service skills
- Fluency in oral and written English
- Ability to use tact and understanding when dealing with customer service problems
- Highly organized with the ability to pay attention to minute details
Full Job Description
**Why us?**
Achieving personal and professional growth is one of our values at Sage Hospitality Group. We believe it's not just about the work you do, but it's about who you are. We know your job isn't your life. That's why we support our associates in finding the perfect balance between what they do and who they are. By encouraging associates to take initiative and responsibility for their own advancement, we empower them to own their outcomes-both personally and professionally.
**Job Overview**
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
**Responsibilities**
+ Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
+ Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
+ Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
+ Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
+ Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
+ Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
+ Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
+ Maintains a friendly, cheerful and courteous demeanor at all times.
**Qualifications**
**Education/Formal Training**
High School diploma or equivalent
**Experience**
None required
**Knowledge/Skills**
+ Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
+ Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
+ Must be fluent in oral and written English.
+ Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
+ Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
**Physical Demands**
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ Must be able to read written communiques and monochrome computer screen.
+ Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
+ Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
+ 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
+ Mobility - must be able to reach all areas of hotel to assist clients.
+ Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
**Environment**
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%
**ID:** _2024-24742_
**Position Type:** _Regular Full-Time_
**Property** **:** _Hyatt Place Baltimore_
**Outlet:** _Hyatt Place_
**Category:** _Front Desk & Guest Services_
**_Address_** **:** _511 S Central Ave_
**_City_** **:** _Baltimore_
**_State_** **:** _Maryland_
EOE Protected Veterans/Disability
Achieving personal and professional growth is one of our values at Sage Hospitality Group. We believe it's not just about the work you do, but it's about who you are. We know your job isn't your life. That's why we support our associates in finding the perfect balance between what they do and who they are. By encouraging associates to take initiative and responsibility for their own advancement, we empower them to own their outcomes-both personally and professionally.
**Job Overview**
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
**Responsibilities**
+ Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
+ Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
+ Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
+ Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
+ Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
+ Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
+ Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
+ Maintains a friendly, cheerful and courteous demeanor at all times.
**Qualifications**
**Education/Formal Training**
High School diploma or equivalent
**Experience**
None required
**Knowledge/Skills**
+ Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
+ Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
+ Must be fluent in oral and written English.
+ Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
+ Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
**Physical Demands**
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ Must be able to read written communiques and monochrome computer screen.
+ Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
+ Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
+ 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
+ Mobility - must be able to reach all areas of hotel to assist clients.
+ Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
**Environment**
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%
**ID:** _2024-24742_
**Position Type:** _Regular Full-Time_
**Property** **:** _Hyatt Place Baltimore_
**Outlet:** _Hyatt Place_
**Category:** _Front Desk & Guest Services_
**_Address_** **:** _511 S Central Ave_
**_City_** **:** _Baltimore_
**_State_** **:** _Maryland_
EOE Protected Veterans/Disability
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