Front Desk Agent - FORTH Atlanta

Job Description

Join the team redefining luxury hospitality in Atlanta. Join FORTH.

You know that feeling? When you walk into a hotel or a restaurant and everything—and everyone—just feels right? Where every detail is so considered, where everything is so seamless, that you can let out a deep sigh and really relax?

We create that feeling, with passionate people like you.

FORTH is thrilled to announce a variety of opportunities at our brand-new property opening summer 2024. It's a haven of luxury on the BeltLine's Eastside Trail that seamlessly combines a world-class hotel, an exclusive members club, exceptional dining experiences, and a holistic program of wellness treatments.

We're setting a new standard for the hospitality industry, so we're seeking talented individuals who hold themselves to a higher standard, too.

If you're dedicated, detail-oriented, and committed to delivering premier hospitality, we invite you to join the founding team that's creating this destination. FORTH stands for luxury, innovation, and community; contribute the energy, skills, and creativity that only you can.

A Front Desk Agent is responsible for checking the guests in an efficient manner and is able to use their name throughout the process. The person having this position must deliver a level of service marked by its sincere focus on each guest, consistent attention to detail and commitment to excellence. They will assist in all aspects of the Front Office areas which may include, but not limited to bell services, reservation assistance, telephone services and guest experience responsibilities to ensure guest satisfaction and maximize hotel profitability. Fluid communication with other departments and superior service are required to ensure smooth operations and positive experiences for our guests.

The person having this position must possess good communication skills, have the ability to resolve conflict and have a thorough understanding of policies, procedures and expectations.

Because of the fluctuating demands of the company’s operation, it may be necessary that each

employee perform a multitude of different functions; therefore, as an essential part of your position, you will be expected to help others when the occasion arises, just as other employee is expected to help you.

Accordingly, you may be expected to perform other tasks as needed or as directed.

Responsibilities

Greet every guest promptly with a smile and maintain eye contact

Establish and maintain good communications and team work with fellow colleagues and other departments within the hotel

Handle all guest interactions, in person and over the phone, with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolve customer complaints, assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

Check in guests, assure that guest is assigned type of room requested and the correct rate is charged.

Arrange for luggage to be delivered to guest rooms as needed

Issue correct keys to the guest

Check out guest at end of stay, ascertain guest satisfaction, collect keys, post late charges and present bill to guest

Settle guest bills accurately

Maintain a balanced bank assigned by the hotel and make change, cash checks, exchange foreign currency as needed

Reconcile all transactions at the close of each shift

Create a friendly, comfortable and helpful atmosphere for guests that demonstrate the highest standards for gracious hospitality

Accept reservations, changes and cancellations in the absence of Reservations Department Staff

Handle guest inquiries in a prompt and courteous manner, whether personally or by introducing the guest to the appropriate department

Understand all aspects of the Front Office in the hotel’s Property Management System

Possess knowledge of all hotel services, facilities, outlet operating hours and amenities

Understand all fire/safety procedures and provide necessary assistance to guests and employees in the event of an emergency

Participate in scheduled departmental meetings and all other relevant meetings as requested

Adhere to all standards of operations, policies and procedures, manuals, memos and verbal instructions

Be familiar with all safety and emergency procedures including OSHA requirements

Reporting Relationships

Reports directly to: Front Office Manager and Assistant Front Office Managers

Also works for: General Manager

Directly supervises: N/A

Indirectly supervises: N/A

Required Experience

High-School diploma or GED required.

One (1) year hotel or related experience preferred

Excellent reading, writing and oral proficiency in the English Language

Excellent organizational skill and attention to detail, and ability to multitask

Excellent communication skills both written and verbal

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary

Must be able to maintain confidentiality of information

Must be able to work a flexible work schedule including evenings and weekends

Able to handle a large volume of guest interactions in an efficient and courteous manner;

Proficient in Microsoft Office, Internet and other hotel programs (i.e. Property Mgmt System)

Work well under pressure, requires being a team player

Working Conditions/Environment

The noise level in the work environment is usually moderate

The person having this responsibility may have to lift up to 50lbs on a daily basis

The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day

The work environment characteristics described herein are representative of those an Employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.