Front Office Agent Holiday Inn Boston-Peabody

    • Job Tracking ID: 512688-677548
    • Job Location: Peabody, MA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: September 18, 2019
    • Years of Experience: Any
    • Starting Date: ASAP
    • Hotel: Holiday Inn Boston - Peabody
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Job Description:

Job Title: Front Office Agent

Job Code: 2007

FLSA Designation: Nonexempt

Department: Front office

The Holiday Inn Boston-Peabody is looking for an energetic, professional Regular Full Time Front Desk Agent to join our team!

Purpose of the Position:Greets and registers guests, providing prompt and courteous service.Checks guest out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrade guests as required. Promote hotel services, amenities and up-sells products to the guests.


  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
  • Makes appropriate selection of room number based on guest needs
  • Codes electronic keys
  • Non-verbally confirms the room number and rate
  • Ensures guest knows location of room, and arranges for team member to accompany guest to room
  • Provides welcome packet containing room keys, vouchers, letters, gifts etc. to guest
  • Ensures rooms and services are correctly accounted for within guest statement
  • Properly accounts for services provided by the hotel
  • Assists guests with check out payments or charges
  • Greet guests immediately with a friendly and sincere welcome
  • Uses a positive and clear speaking voice, listens to understands request, responds with appropriate action and provide accurate information such as outlet hours, special VIP programs, events, etc.
  • Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decision and action
  • Promptly answers the telephone and inputs messages into the computer and advises other team members of special needs
  • Retrieve messages in computer and communicate the content to guests
  • Retrieves mail, packages and facsimiles or other special items for customers as requested
  • Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
  • Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remains calm alert especially during emergency situations and heavy hotel activity
  • Plans and implements detailed steps by using experienced judgment and discretion
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts


  • Know your schedule work and follow it accordingly
  • Work in a cooperative and friendly manner with fellow employees
  • Maintain professional attire and personal hygiene
  • Maintain a clean, neat and orderly work area
  • Perform your job according to standard operating procedures
  • Read, understand and follow all policies, procedures and practices as stated in the Employee Handbook
  • Implement management company and hotel’s safety and emergency policies and procedures (i.e. evacuation, first aid, etc) to include removing all safety hazards, following company’s OSHA program, safe lifting techniques
  • Utilize protective equipment, when applicable
  • Promptly report substandard ( unsafe ) conditions to Supervisor
  • Promptly report accidents, injuries, property damage or loss to Supervisor
  • Keeps accurate communication flowing freely among all hotel departments
  • Inform management promptly of any work-related problems or guest complaints
  • Practice 'Brand hospitality' and provide guest satisfaction
  • Promote the hotel through goodwill, courtesy and a positive attitude
  • Attend all schedule training classes and meetings
  • Continue to learn and grow in your position
  • Perform any reasonable request as assigned or directed by management
  • Provide for a safe work environment by following all safety and security procedures and rules
  • Assist person(s) with a disability
  • Comply with all applicable federal, state and local laws ordinances as they apply to the hotel, guest and employees
  • Respond properly to irritated or angry guests


  • Ability to effectively deal with internal and external customer, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflict
  • Must possess excellent customer service skills
  • Must be flexible enough to work any shift including evenings, weekends and holidays


  • High School diploma or equivalent G.E.D
  • 1 to 2 years of prior guest service preferred. Prior hospitality experience also preferred
  • Excellent verbal and written communication skills



  • Ability to read, listen and communicate effectively in English, both verbally and in writing


  • Considerable skill in the in the use of calculator to perform moderately complex mathematical calculations without error


  • Attempts to communicate with guest in guest’s native language, if applicable
  • Remains calm alert, especially during emergency and/or from their rooms as appropriate


  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
  • While performing the duties of this job, the employee is regularly required to talk or hear
  • The employee frequently is required to stand; walk; sit; and use hands to finger; handle, or feel
  • The employee is occasionally required to reach with hands and arms
  • The employee must occasionally lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include ability to adjust focus


  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


Experience and Skills:

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Benefits include Health, Dental, Vision, FSA, 401k, life insurance, hotel discounts, free meal and much more