Front Desk Agent

The Front Desk Agent is responsible for providing exceptional guest service while efficiently managing front desk operations. This position serves as the first point of contact for guests and plays an important role in creating a welcoming, professional, and positive hotel experience.

Essential Responsibilities

• Welcome and assist guests in a friendly and professional manner.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Verify guest identification, payment information, and reservation details.
• Make, modify, and cancel reservations according to hotel policies.
• Answer incoming telephone calls and respond to guest questions and requests.
• Provide information about hotel amenities, services, local attractions, and directions.
• Process payments, deposits, refunds, and other guest transactions accurately.
• Maintain accurate guest records and follow all hotel procedures.
• Monitor arrivals, departures, extensions, and room availability.
• Communicate effectively with housekeeping and maintenance regarding room status and guest needs.
• Respond promptly and professionally to guest complaints and concerns.
• Document guest issues and communicate important information to management and the appropriate departments.
• Maintain a clean, organized, and professional front desk area.
• Follow all hotel policies, safety procedures, and security standards.
• Protect guest privacy and confidential information.
• Complete assigned reports, logs, and daily front desk paperwork.
• Maintain accurate shift pass-on information for the next shift.
• Handle packages, guest messages, keys, and other front desk responsibilities appropriately.
• Assist with other hotel duties as assigned by management.

Guest Service Expectations

• Provide friendly and courteous service to every guest.
• Maintain a professional appearance and demeanor.
• Use good judgment when handling guest concerns.
• Remain calm and respectful when dealing with difficult situations.
• Demonstrate patience, professionalism, and a positive attitude.
• Work as part of a team to provide an excellent guest experience.

Qualifications

• High school diploma or equivalent preferred.
• Strong verbal and written communication skills.
• Basic computer skills and ability to learn hotel software systems.
• Ability to multitask and prioritize responsibilities.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Must be dependable and punctual.
• Ability to work flexible hours, including weekends, holidays required.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to sit, stand, bend, and move throughout the front desk area as needed.
• Ability to lift and carry packages or supplies as required.
• Ability to perform repetitive computer and telephone tasks.

Core Competencies

Customer Service Communication Dependability Professionalism Teamwork Problem Solving Attention to Detail Time Management Conflict Resolution

Work Location: In person