Front Desk Agent

Position Overview

We are seeking a friendly, professional, dependable, and customer-focused Front Desk Agent to join our hospitality team. As one of the first and last points of contact for our guests, the Front Desk Agent plays an important role in creating a welcoming atmosphere and ensuring a positive experience from arrival through departure.

This position combines guest service, reservations, front-office operations, payment processing, problem-solving, safety awareness, and communication with other hotel departments. The ideal candidate is organized, detail-oriented, reliable, and comfortable working in a fast-paced environment, and genuinely committed to providing excellent hospitality.

Front Desk Agents must be able to work both independently and as part of a team while maintaining professionalism, accuracy, and a welcoming attitude throughout their shift.

Essential Duties & Responsibilities

Guest Service & Relations

• Warmly greet and welcome guests upon arrival and create a positive first impression.
• Provide courteous, accurate, and efficient check-in and check-out service.
• Anticipate guest needs and provide attentive, personalized service whenever possible.
• Respond promptly and professionally to guest questions, requests, concerns, complaints, and special accommodations.
• Resolve guest issues with empathy, good judgment, and a solution-oriented approach, escalating matters to management when appropriate.
• Follow up when necessary to help ensure guest requests or concerns have been satisfactorily resolved.
• Provide accurate information regarding hotel amenities, services, policies, facilities, local attractions, transportation, dining, and other area information.
• Recognize loyalty/rewards program members and provide applicable benefits and recognition in accordance with brand standards.
• Maintain a friendly, professional, and welcoming atmosphere at the front desk and throughout guest interactions.

Check-In, Check-Out & Guest Accounts

• Register guests accurately in the hotel property management system and verify reservation details, identification, contact information, room type, rate, payment method, and other required information.
• Assign rooms according to availability, guest preferences, special requests, accessibility needs, and hotel policies.
• Issue and control guest room keys in accordance with hotel security procedures.
• Maintain accurate guest folios and post room charges, payments, adjustments, and miscellaneous charges when authorized.
• Process cash, credit card, and other approved forms of payment accurately and securely.
• Provide receipts and explain guest charges when requested.
• Maintain appropriate control and confidentiality of guest information and financial records.

Reservations & Room Management

• Create new reservations and accurately process reservation modifications and cancellations.
• Maintain complete and accurate reservation records, including guest information, preferences, special requests, and relevant notes.
• Book future stays for guests contacting or approaching the Front Desk.
• Review expected arrivals, departures, occupancy, and room availability.
• Review VIP, loyalty-member, and special-request reservations and ensure appropriate preparation, room assignment, blocking, and communication with other departments.
• Monitor departure status and room availability throughout the shift.
• Coordinate with housekeeping and other departments regarding room status, readiness, guest requests, and special accommodations.
• Assist the Sales department with reservations, group bookings, and entering rooming lists when needed.

Telephone, Email & Communication

• Professionally answer incoming, internal, and multi-line telephone calls using proper phone etiquette.
• Assist callers directly whenever possible or route calls to the appropriate department or team member.
• Respond to guest emails and other communications professionally and promptly.
• Relay important guest, operational, safety, room-status, and reservation information to appropriate hotel departments.
• Communicate pertinent information to other Front Desk Agents, supervisors, management, and incoming shifts to ensure continuity of operations.

Cash Handling, Accounting & Reporting

• Maintain assigned cash drawers or house banks accurately and securely.
• Balance cash drawers and reconcile transactions as required.
• Prepare deposits and accurate reports of receipts in accordance with hotel procedures.
• Maintain accurate records of guest accounts, charges, payments, and adjustments.
• Complete required daily reports, forms, logs, and documentation accurately and on time.
• When assigned, perform night-audit functions, including reconciling daily transactions, reviewing billing accuracy, balancing accounts, and preparing reports for management.
• Report discrepancies or unusual financial activity to management promptly.

Front Desk, Lobby & Property Support

• Maintain a clean, organized, presentable, and professional front desk and lobby environment.
• Perform reasonable light upkeep of guest-facing areas when needed, which may include refreshing the coffee station and wiping tables.
• Monitor the lobby and front desk area and remain alert to activities affecting guest or employee safety.
• Assist with mail, packages, messages, and other guest services as required.
• Assist other hotel departments when reasonably necessary to support hotel operations and guest satisfaction.
• Participate in special projects, hotel events, cross-training, and other operational assignments as needed.
• ALL FRONT DESK AGENTS AT THIS PROPERTY ARE REQUIRED TO DO LAUNDRY, IF NEED BE, AS PART OF THEIR REQUIRED TASKS.

Safety, Security & Emergency Procedures

• Follow all hotel safety, security, emergency, privacy, and loss-prevention procedures.
• Monitor the Front Desk and lobby for potential safety hazards, suspicious activity, or security concerns.
• Report safety hazards, security concerns, accidents, incidents, or unusual activity to management promptly.
• Follow established emergency procedures during fire alarms, medical incidents, severe weather, security situations, and other emergencies.
• Follow established procedures for issuing room keys, accessing guest information, and protecting guest privacy.
• Control access to safety deposit boxes or similar secured guest services when applicable and authorized.

Teamwork & Professional Standards

• Work cooperatively with housekeeping, maintenance, sales, management, and other departments to provide a seamless guest experience.
• Arrive on time, properly dressed according to hotel uniform and appearance standards, and prepared with the tools and information necessary to perform the position.
• Review relevant information at the beginning of each shift, including arrivals, departures, room availability, special requests, VIPs, hotel events, and operational updates.
• Maintain professional conduct, appearance, communication, and confidentiality at all times.
• Follow hotel policies, procedures, brand standards, and management instructions.
• Participate in required meetings, training, and professional-development opportunities.
• Demonstrate flexibility and assist the team as business needs change.
• Perform other reasonable duties related to hotel operations and guest service as assigned by management.

Qualifications

Required Skills & Abilities

• High school diploma or equivalent
• Excellent verbal and written communication skills.
• Neat handwriting is required
• Strong interpersonal and customer-service skills with a friendly and professional demeanor.
• Ability to read, write, communicate, and understand instructions necessary to perform front-office responsibilities.
• Strong attention to detail, organization, and accuracy.
• Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult or escalated guest interactions with patience, empathy, professionalism, and good judgment.
• Ability to work effectively both independently and as part of a team.
• Dependable,punctual, professional, and committed to maintaining high service standards.
• Basic computer proficiency and ability to learn hotel-specific technology.
• Ability to handle confidential guest and hotel information appropriately.

Preferred Qualifications

While training is offered on the job and no previous experience is technically required. The following qualifications are a plus:

• One or more years of previous hotel front desk, guest services, hospitality, resort, or customer-service experience.
• Experience with hotel Property Management Systems (PMS), such as ChoiceADVANTAGE, Opera, SynXis, or comparable systems.
• Experience with cash handling, credit-card processing, account reconciliation, and balancing cash drawers.
• Familiarity with Microsoft Office or similar business software.
• Experience operating multi-line telephone systems.
• Knowledge of night-audit procedures and general hotel operations.
• Experience with branded hotel standards and loyalty/rewards programs
• Bilingual or multilingual communication abilities are highly valued, especially English/Spanish speakers.

Scheduling & Availability

Hotels operate 24 hours a day, seven days a week, including weekends and holidays. Scheduling is based on business and operational needs.

First Shift (Daytime) and Second Shift (Afternoon/Evening) opportunities may be available. Depending on hotel needs and the employee's training, occasional Night Audit or other shift coverage may also be required.

Team members must be willing to work a flexible schedule that may include weekdays, weekends, evenings, holidays, and schedule adjustments when reasonably required by hotel operations. Scheduled hours may vary depending on occupancy, business levels, staffing, and operational needs.

Physical Requirements

The employee must be able to perform the essential functions of the position, with or without reasonable accommodation.

The position may require the employee to:

• Stand and remain active for extended periods, potentially up to approximately eight hours.
• Work efficiently within the limited space of a Front Desk environment.
• Walk to other areas or departments of the hotel as necessary to assist guests or complete assigned responsibilities.
• Occasionally lift, carry, or move items weighing up to approximately 15 pounds.
• Use computers, telephones, payment terminals, printers, key encoders, and other standard Front Desk equipment throughout the shift.

What We Offer

• Competitive hourly compensation
• Paid Time Off (PTO)
• Comprehensive training
• A supportive, respectful, and team-oriented work environment

Employment Information

Job Type: Full-Time

Work Location: In Person

Department: Front Office / Guest Services

Position: Front Desk Agent

Compensation

Hourly Pay: 16.00 per hour

Our Service Commitment

Our goal is to provide every guest with a welcoming, comfortable, and memorable hotel experience. Front Desk Agents are expected to demonstrate hospitality, professionalism, attention to detail, teamwork, and a genuine willingness to assist others.

Successful team members understand that exceptional hospitality goes beyond completing a check-in or answering a telephone—it means recognizing guest needs, communicating effectively with the entire hotel team, solving problems thoughtfully, and helping create an environment in which every guest feels welcomed, valued, and cared for.

Pay: $16.00 per hour

Expected hours: 32.0 – 40.0 per week

Benefits:

• Paid time off

Work Location: In person