Front Desk Agent

The Cooper Front Desk Agent is responsible for providing unparalleled guest accommodations and comfort during their stay at The Cooper. This desirable role provides a flexible work environment, as it is a dual role comprised of the Lobby Host (Front of House) & Operations Host (Back of House) shifts. These shifts (Operations vs Lobby) are determined based on business needs as well as your personal skillset. Both the Operations & Lobby Host shifts support the hotel’s operations, with Lobby Hosts primarily interacting face-to-face with guests and property visitors and Operations Hosts primarily interacting with guests and employees via telephone and other virtual means. As the internal experts on Rooms Operations, this team is fluent in property and system knowledge and provides intuitive services and seamless interactions for our guests.

DUTIES & RESPONSIBILITIES:

• Maintains knowledge of hotel features/services, outlets, hours of operation, etc.
• Practices emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Acts as an ambassador of the hotel and the company at all times, in and outside of the workplace.
• Observes standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Maintain confidentiality and security of all guests and general hotel information.

While on Front of House (FOH) Lobby Host Shifts, this role:

• Monitors all guest and visitor activity coming through the hotel’s entrance.
• Looks after daily hotel check-ins and check-outs.
• Assists in-house guests with stay-related questions and requests.
• Monitors internal radio communications.
• Assists in other areas as needed.

While on Back of House (BOH) Lobby Host Shifts, this role:

• Assists pre-arrival and in-house guests with stay-related questions and requests.
• Monitors all recorded hotel guest needs.
• Leads room blocking efforts.
• Attends daily Operations Meetings.
• Pre-registers guests.
• Serves as an internal operator for Host Desk calls.
• Assists in other areas as needed.

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

• Comfortable engaging with people face-to-face and/or telephone interactions and working in a fast-paced environment.
• Enjoy strategic and structured tasks.
• Experience in front office or customer service, preferably in a luxury environment.
• Proficient in using property management systems.
• Excellent communication and interpersonal skills.
• Professional appearance and polished demeanor.
• Fluency in English; additional languages are an asset.
• Ability to multitask, stay calm under pressure, and solve problems efficiently.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.