FRONT DESK AGENT

About our company:

Springboard Hospitality is a premier third-party hotel management company with a 30+ year history transforming lifestyle hotels, from the islands of Hawaii to the tip of Florida.

Springboard team members are a diverse mix of independent innovators, savvy storytellers, adventure-seekers, tech entrepreneurs, free-thinkers and community leaders making waves across one of the most diverse portfolios in the industry.

At every level, the Springboard team is dedicated to going Above & Beyond to deliver hotels that transform people, properties & communities. From memorable moments at the front desk, to thoughtful room touches, to inspired onsite programming, the Springboard team is committed to empowering the traveler’s journey—inviting them to experience the frequency of each hotel’s locale, pushing authentic human connection, exploration, and discovery, while also driving revenue.

Springboard values intentional culture, and whole-heartedly believes in nurturing, training, and empowering the careers of the hospitality leaders of today and tomorrow, encouraging them to travel and explore, through Springboard’s award-winning portfolio. From work life balance to career development, Springboard values and invests in the greater team, reflected in zero corporate turnover during the pandemic, well positioned for continued growth through the future.

Primary mission:

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.

SCOPE OF WORK + TEAM

• Reports to the Front Office Manager/Night Manager and Supervisors

• Supports the front office team, sales team and guest experience

RESPONSIBILITIES

• Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.

• Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.

• Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.

• Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.

• Communicate services and amenities of the hotel to guests.

• Maintain guest history files.

• Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.

• Maintain, monitor and balance room availability for any given day.

• File registration cards and vouchers by room number.

• Handle VIP and upgraded accommodations

• Assist and process overbooked or “walked’ guests.

• Assist and provide room change accommodations.

• Documents all guest requests, complaints, or problems.

• Resolve guest complaints to ensure guest satisfaction.

• Maintain organized and clean work area with necessary supplies.

• Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.

• Meet with FOM/Supervisor daily to review assignments and priorities.

• Communicate with prior shift's Front Desk Agent to review all follow-up items.

• Answer department telephone within 3 rings, correct greeting, and proper etiquette.

• Take and relay messages accurately, completely, and promptly.