Front Desk Agent AM Shift Part Time

The Front Desk Agent at B. F. Saul Company Hospitality Group is primarily responsible for offering top-notch guest services which include handling check-ins and check-outs, verifying billing, creating reservations, and responding positively to guest needs. This role also involves providing knowledge about hotel amenities and local attractions, all while following the company's high standards for guest satisfaction and service recovery.

To apply for the Front Desk Agent position at B. F. Saul Company Hospitality Group, candidates should ideally possess customer service experience, strong communication skills, and a positive attitude. Familiarity with hotel operations and income management techniques can be beneficial. Being a team player and capable of multitasking in a busy environment is crucial for success in this role.

B. F. Saul Company Hospitality Group is dedicated to fostering career development for Front Desk Agents through opportunities for growth within the company. Employees have access to annual performance appraisals, engagement surveys, and team member recognition programs, all aimed at building skills and enhancing career trajectories.

As a Part-Time Front Desk Agent at B. F. Saul Company Hospitality Group, you will typically work during the AM shift, though specific hours may vary based on the hotel's needs. Flexibility and the willingness to adapt to scheduling changes may enhance your candidacy for this role.

Front Desk Agents at B. F. Saul Company Hospitality Group enjoy a range of benefits including premium healthcare insurance, a 401(k) retirement program with company match, paid time off, and discounted room rates for both team members and their families. These benefits aim to support both personal well-being and professional growth.

When handling difficult guests, it's important to remain calm and listen actively to their concerns. Acknowledge their feelings, offer solutions based on hotel policies, and ensure they know you're there to help. Show empathy and take appropriate action to resolve their issues, allowing for a positive guest experience.

Share a specific example demonstrating your initiative, such as arranging a surprise for a returning guest's anniversary. Discuss the steps you took, the guest's reaction, and how it reinforced the importance of excellent customer service in hospitality.

Effective time management at the front desk involves prioritizing tasks, staying organized, and using tools to track pending requests. Discuss how you balance check-ins, handle phone calls, and provide assistance to guests efficiently, adapting to the hotel's pace.

Express your passion for helping others and creating memorable experiences. Discuss your appreciation for the diverse nature of the hospitality industry and how you value the personal connections made with guests.

Explain how you actively seek information by researching local attractions online, collaborating with team members, and attending hotel briefings to ensure you provide accurate and helpful recommendations to guests.

Teamwork is essential in hospitality; it fosters collaboration and ensures efficient service delivery. Discuss how you communicate with housekeeping, management, and other departments to meet guest needs and enhance overall guest satisfaction.

Start by assuring the guest you will resolve the situation promptly. Apologize for the inconvenience, search through your system thoroughly, and offer alternative solutions, such as booking them at a comparable room if needed. It’s important to be flexible and understanding during such situations.

When upselling, it's vital to understand guest needs and preferences. Share examples of how you might highlight features of premium rooms or special packages that enhance their stay, always ensuring the recommendations align with their expectations.

Discuss the protocols in place for handling personal information, such as verifying identities before providing details, using secure systems, and adhering to privacy policies to safeguard guest data.

Empathy stands out as a key quality for a Front Desk Agent. It's essential to create a welcoming environment for guests, understanding their emotions, and finding ways to meet their needs effectively while maintaining professionalism.