Front Desk Agent
$16.00 per hour

1. Position Purpose

Under the direct supervision of the General Manager of the Lodge at Hocking College, the Front Desk Agent will oversee all front desk operations at the Lodge. The Front Desk Agent will serve as the first and primary contact with all customers and must possess an understanding of quality service in a consumer-focused environment. This includes greeting the customer upon arrival, providing a seamless check-in and check-out process, answer phone calls, addressing customer needs and resolving customer concerns, and representing the college and hotel.

1. Duties and Responsibilities

• Offer sincere and warm greetings to guests over the phone and in person.
• Processing guest check-ins and checkout.
• Handling cash, credit, and debit transactions in a secure manner.
• Anticipating and addressing guests' needs, and resolving their problems and complaints.
• Assisting guests with disabilities.
• Operating switchboard and assisting with inquiries.
• Assist callers with making reservations or answering questions.
• Ensuring guest satisfaction by communicating and collaborating with other internal departments regarding guest requests.
• Complying with company procedures and safety policies.
• Performing duties on a daily checklist.
• Assist with breakfast, food, and event setup and teardown.

1. Qualifications - Education, Experience, and Skills

• Must be a minimum of 18 years of age
• Ability to understand basic job tasks and procedures, preferably in English
• Ability to work under stressful conditions and deadlines.
• Ability to maintain confidentiality of guest information and hotel data.
• Ability to work cohesively with staff and other departments as part of a team

• Hotel or customer service experience preferred
• Knowledge of Microsoft Office preferred
• Outstanding written and verbal skills
• Organizational, record-keeping, and interpersonal skills.
• Knowledge of hotel processes and procedures.
• Understanding of rules and regulations regarding health and safety in the hospitality industry.
• Confidentiality.
• Caring attitude toward guests and clients
• Attention to detail.
• Learning and self-motivation skills.
• Knowledge of organizational structure.
• Openness to suggestions for improvement.
• On-time and present for work.
• Flexibility in dealing with others.
• Ability to work as a team member.
• Ability to prioritize work.
• Behaves in accordance with Hocking College mission, goals, and values.
• Positive attitude.

Reasonable accommodations may be requested and reviewed according to the Americans with Disabilities Act (ADA).