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Front Desk Agent
Property Name:
Residence Inn Winston-Salem
Job Title: 
Front Desk Agent
North Carolina-Winston Salem
Company Name: 
Work Permit?: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position?: 
Bonus Pay: 
We are a rapidly growing entrepreneurial hotel management company dedicated to creating value for our team members, our guests, our owners, and our communities.
If you are committed to delighting guests, playing well with others, and thriving under pressure, we offer exciting opportunities for you to perform a key role in our hotels' growth.
Why Portfolio?
Yes, Portfolio specializes in managing unique, boutique-style destination resorts and significant urban hotels in domestic and international markets.
Yes, Portfolio provides entrepreneurial, creative, and financially aware management for hotels that share a defined style and position in their respective marketplace.
Yet perhaps the best indication of how we work is our twelfth Compass Point standard by which we operate:
"We find ways to live, laugh, and learn as we do our best to provide stellar service to our guests. We realize we need to enjoy the time we spend together, because life is too short not to have a good time along the way."
Come join us!

SUMMARY:The Front Desk Agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests.  S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. 

The Front Desk Agent shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Hotel's Culture.


  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

  • Maintain positive guest relations at all times.

  • Resolve guest complaints, ensuring guest satisfaction.

  • Maintain complete knowledge at all times of:

    • all hotel features/services, hours of operation.

    • all room types, numbers, layout, decor, appointments and location.

    • all room rates, special packages and promotions.

    • daily house count and expected arrivals/departures.

    • room availability status for any given day.

    • scheduled in-house group activities, locations and times.

    • all hotel and departmental policies and procedures.

  • Access all functions of the computer system.

  • Ensure that current information on rates, packages and promotions is available at the Front Desk.

  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service.

  • Monitor the hotel front entrance and resolve any congested situations.

  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

  • Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.

  • Maintain a neat and presentable front desk area.

  • Monitor guest mail and ensure that it is processed according to procedures.

  • Monitor and ensure that express check-outs are processed through the system.

  • Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

  • Assist guests with reports of lost/stolen articles, following hotel policy.

  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

  • Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.

  • Ensure security of guest rooms.


  • Must be a United States citizen or possess a valid work permit

  • Must have excellent phone etiquette

  • Must be able to read, write and speak English

  • Must have strong computer skills

  • Must have strong working knowledge of Microsoft Office programs

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions, both verbally and written

  • Must be highly detailed orientated

  • Must be able to work in a fast paced environment

  • Must have excellent listening skills

  • Must possesses excellent communication skills

  • Must be professional in appearance and demeanor

  • Must always ensure a teamwork environment

  • Ability to work a flexible schedule that may include evenings, weekends and holidays

  • Must have the ability to deal effectively and interact well with the guests and associates

  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

  • Must have a passion for creating an exceptional experience for all guests

  • Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.

  • Possess strong leadership, motivational, organizational and verbal communication skills.

We E-Verify

Benefits : Medical, Dental, Vision, 401k and more
(ref. 15943)
We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
© Portfolio Hotels & Resorts, LLC.
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