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Hotel Front Desk Agent

Location: West Point
Posted on: May 22, 2023

Job Description:

Job Details

Job Location
The Thayer Hotel - West Point, NY

Position Type


About Us:

The Thayer Hotel is a team committed to values-based leadership, developing and training every team member, and providing a stellar Hudson Valley experience for our guests in our hotel, restaurant, bars and private events. We are looking for hospitality professionals to help us serve our guests, help our guests create unforgettable memories, and help us achieve our vision of being the world's premier destination for leadership development and unforgettable social events.


Hotel Front Desk Agent


Our Hotel Front Desk Agent is responsible for being the second smiling and helpful associate a guest meets at The Thayer Hotel. Throughout their shift, the Hotel Front Desk Agent sells and up-sells the hotel in addition to making, canceling and updating reservations. They are also responsible for knowing what the hotel's availability is, what rate we are selling rooms for, and accomplishing tasks put out to them by the Front Office Managers.


  • Check guests into and out of rooms.
  • Verify correct cards are being charged upon check out.
  • Inform FOM about billing disputes and write them in the logbook.
  • Make guest's room keys.
  • Answer the Front Desk switchboard and transfer calls.
  • Set wake-up calls.
  • Handle guest issues.
  • Alert the correct department to resolve any issues associated with them.
  • Help guests with concierge information, such as maps, tour times, directions, etc.
  • Log lost and found items in the lost and found log.
  • Assist bellmen with luggage and/or vehicle valet when needed.
  • Provide cash to guests when requested.
  • Accurately document petty cash.
  • Sign bank in and out upon their shift.
  • Print Checklists daily and accomplish tasks on them.
  • Stay informed about what is happening in the hotel (Read transportation and communication logs along with Daily Events).
  • Rapid Check Ins.
  • Ask questions about things you don't know.
  • Any other tasks given to you by AFOM or FOMs.
  • Log and Report any housekeeping or maintenance issues.
  • Prepare packages for arrivals.
  • Call in any amenities and make sure they are delivered.
  • Sell and maintain Gift Certificates and Gift Cards.
  • Assist in Reservations.
    • Make reservations: Online and phone.
    • Learn your script.
    • Navigate through OPERA.
    • Charge credit cards when appropriate.
    • Cancellation policy (72 Hour).
    • Minimum night stays on special dates.
    • Maximum number of ROOMs you can book on one credit card.
    • Maintain waitlist.
    • Know Current Packages (Package Binder).
    • Understand Vouchers (When guest books with them they are to bring them in, VOUCHER number goes on reservation in Opera) and Routing for Billing.
    • Be aware special dates (i.e. Graduation, Plebe Parent, R-Day, A-Day, Football, etc.).
    • Voicemail/Email Completion.
    • Know Hotel Information.
    • Inside (the restaurants, banquet rooms, etc).
    • Surrounding area (outside of hotel).
    • Know Amenities and Pricing.
    • Sell Executive Suites and up-selling by upgrading customer.

      Required Qualifications

      • Be able to work in a standing position for long periods of time.
      • Enthusiastic and energetic team player.
      • Must be able to reach, bend, stoop and frequently lift up to 50 pounds.

Keywords: HUDSON RIVER PARTNERS LP, Paterson , Hotel Front Desk Agent, Hospitality & Tourism , West Point, New Jersey

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