Front Desk Agent

Position Summary

The Front Desk Agent is responsible for providing exceptional guest service while efficiently managing all aspects of the hotel front desk operation. This position serves as one of the primary points of contact for guests and is responsible for creating a welcoming, professional, and positive experience from arrival through departure.

The Front Desk Agent will complete guest check-ins and check-outs, manage reservations and room assignments, process payments, respond to guest requests, address concerns, and maintain accurate records in accordance with hotel policies, brand standards, and operational procedures.

Essential Duties & Responsibilities

Guest Service

• Greet and welcome all guests in a friendly, professional, and courteous manner.
• Provide accurate information regarding hotel services, amenities, policies, local attractions, transportation, and area businesses.
• Create a positive first and last impression for every guest.
• Respond promptly and professionally to guest questions, requests, and concerns.
• Resolve guest issues within the scope of authority and involve management when necessary.
• Maintain a professional appearance and positive attitude throughout every shift.
• Recognize and accommodate guest preferences whenever possible.

Front Desk Operations

• Perform efficient and accurate guest check-ins and check-outs.
• Verify guest identification, reservations, payment methods, and required registration information.
• Process cash, credit card, and other approved forms of payment accurately.
• Maintain accurate guest folios and resolve billing discrepancies.
• Make and modify reservations as needed.
• Assign rooms according to reservations, guest preferences, room status, and hotel occupancy.
• Monitor arrivals, departures, room availability, and special requests.
• Communicate effectively with Housekeeping, Maintenance, Management, and other departments regarding guest and room needs.
• Maintain accurate logs, records, shift reports, and other required documentation.
• Follow proper cash-handling and credit-card procedures.
• Maintain confidentiality of guest information and hotel records.

Hotel & Brand Standards

• Follow all hotel policies, procedures, safety requirements, and applicable brand standards.
• Maintain knowledge of hotel amenities, services, operating hours, and current promotions.
• Follow established procedures for emergencies, security concerns, guest incidents, and maintenance issues.
• Protect hotel assets and immediately report suspicious activity, damages, safety hazards, or security concerns.
• Maintain a clean, organized, and professional front desk and lobby area.
• Participate in required training and demonstrate competency in hotel systems and procedures.

Sales & Revenue Support

• Promote hotel amenities, upgrades, extended stays, and other available services when appropriate.
• Assist with maximizing occupancy and room revenue by following approved pricing and selling strategies.
• Accurately communicate rates, packages, policies, and availability.
• Encourage enrollment and participation in applicable hotel loyalty programs.
• Identify opportunities to enhance the guest experience while supporting hotel revenue goals.

Communication & Teamwork

• Maintain clear and professional communication with all hotel departments.
• Communicate important guest information during shift changes.
• Participate in daily operations meetings and staff communications as required.
• Assist other departments when operational needs require additional support.
• Demonstrate teamwork, reliability, accountability, and respect toward coworkers and management.

Qualifications

• Previous hotel, hospitality, customer service, or front desk experience preferred.
• High school diploma or equivalent preferred.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to handle cash and financial transactions accurately.
• Basic computer skills and ability to learn hotel operating systems.
• Ability to maintain professionalism when handling difficult or upset guests.
• Ability to work independently while also functioning effectively as part of a team.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift and carry items weighing up to approximately 25–30 pounds.
• Ability to bend, reach, stoop, and move throughout the front desk and lobby areas.
• Ability to work varying shifts, including mornings, evenings, weekends, and holidays as required.

Key Performance Expectations

The Front Desk Agent is expected to:

• Deliver consistent and exceptional guest service.
• Maintain accurate reservations, guest accounts, and financial transactions.
• Follow all hotel and brand standards.
• Maintain a professional and welcoming front desk environment.
• Communicate effectively with guests, coworkers, and management.
• Protect guest privacy and hotel assets.
• Demonstrate dependability, punctuality, and accountability.
• Contribute to positive guest satisfaction scores and overall hotel performance.

The Front Desk Agent represents the hotel throughout every guest interaction and is expected to consistently demonstrate professionalism, hospitality, integrity, and a commitment to providing an exceptional guest experience.

Job Types: Full-time, Part-time

Pay: $15.00 - $16.50 per hour

Benefits:

• Employee discount
• Flexible schedule
• Paid time off
• Professional development assistance

Experience:

• Hotel: 1 year (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Grand Rapids, MI 49512 (Preferred)

Work Location: In person