Front desk Agent, Part Time - AM Weekend

As a Front Desk Agent with B. F. Saul Company Hospitality Group, your main responsibilities will include processing guest check-ins and check-outs, verifying billing, and helping guests make reservations and special requests. Additionally, you’ll need to be proactive in anticipating guests’ needs and providing exceptional customer service while following our high standards.

To qualify for the Front Desk Agent position at B. F. Saul Company Hospitality Group, candidates must have a high school diploma or GED and at least one year of prior guest service experience, preferably in a hospitality environment. Strong verbal communication skills and attention to detail are also essential for ensuring a top-notch guest experience.

B. F. Saul Company Hospitality Group is committed to the well-being of its employees, offering benefits such as a 401(k) retirement program, paid life insurance, and flexible sick policies. Additionally, team members can enjoy discounted room rates and complimentary stays, enhancing work-life balance.

At B. F. Saul Company Hospitality Group, Front Desk Agents have numerous opportunities for growth through annual performance appraisals, chances for wage increases, and participation in special team member programs such as Employee of the Month and annual engagement surveys to enhance their career prospects.

The Front Desk Agent position at B. F. Saul Company Hospitality Group is part-time, focusing on the AM weekend shifts. Flexibility in scheduling is important, as you’ll likely be working when our guests are checking in for a delightful stay.

When answering this question, highlight your work history in hospitality or any customer service roles, emphasizing specific instances where you successfully managed guest interactions and resolved issues. Use the STAR (Situation, Task, Action, Result) technique to structure your response.

Begin by indicating that you would remain calm and composed. Explain how you would listen to the guest’s concerns, empathize with their situation, and propose viable solutions to resolve it. Providing an example from previous experience would strengthen your response.

The most important quality for a Front Desk Agent is exceptional interpersonal skills. This role requires genuine friendliness and attentiveness to detail to ensure guests feel welcomed and their needs are met promptly. Be sure to share an example of how your interpersonal skills influenced a positive outcome.

Explain your approach to prioritization by mentioning the importance of assessing immediate guest needs and requests while balancing ongoing tasks like bookkeeping or coordinating with other departments. Providing a specific instance in which you successfully managed multiple tasks will illustrate your abilities effectively.

Outline specific strategies such as active listening to guests’ needs, providing personalized service, and proactively addressing potential issues. Adding an example where your proactive service improved a guest's experience would strengthen your response.

Discuss techniques such as streamlining the check-in process, ensuring efficient communication among team members, and maintaining a positive demeanor to manage stress effectively. Reference a busy shift where you applied these techniques successfully.

Share a specific story where you took extra steps to ensure a guest’s comfort or satisfaction. Highlight how your initiative left a lasting impression and resulted in positive feedback to underline your commitment to exceptional service.

Express the importance of accountability and proper reporting channels. Mention that you would address the situation privately if possible, but if the behavior persisted, you would not hesitate to involve a supervisor to ensure high standards are upheld.

Outline your troubleshooting process: first, listening to the guest’s concerns, checking the reservation system for accuracy, and providing clear communication on solutions. Illustrate your answer with an example of a previous reservation issue you resolved.

Do your research beforehand and mention specific properties within the portfolio, the company’s history, and their commitment to customer service. By demonstrating your knowledge and enthusiasm for the brand, you’ll show your potential fit for the Front Desk Agent position.