Overview
The Front Desk Agent is responsible for creating a welcoming and positive first impression for every guest. This position plays a key role in the daily operations of the hotel by providing exceptional customer service, managing guest arrivals and departures, handling reservations, processing payments, and responding to guest requests. Working closely with all hotel departments, the Front Desk Agent helps ensure a seamless guest experience while maintaining high standards of professionalism, accuracy, and hospitality. The ideal candidate is friendly, dependable, organized, and committed to delivering outstanding service in a fast-paced environment.
Duties
- Greet guests in a friendly, professional, and welcoming manner.
- Complete guest check-ins and check-outs accurately and efficiently.
- Answer incoming phone calls, emails, and guest inquiries.
- Make, modify, and cancel reservations.
- Process payments, cash, credit cards, and direct billing according to hotel procedures.
- Balance cash floats and complete end-of-shift reports.
- Respond promptly and professionally to guest requests and concerns.
- Resolve guest issues or escalate them to management when necessary.
- Communicate maintenance issues and follow up to ensure they are resolved.
- Keep the front desk, lobby, and work areas clean, organized, and presentable.
- Follow all hotel policies, procedures, and brand standards.
- Complete daily reports, logs, and required documentation accurately.
- Assist with group arrivals, departures, and special requests.
- Monitor room availability and communicate changes with the management team.
- Assist other departments when needed to ensure excellent guest service.
- Follow all health, safety, emergency, and security procedures..
Requirements
- Excellent customer service and communication skills.
- Professional appearance and positive attitude.
- Strong computer skills and ability to learn hotel management software.
- Ability to multitask and work efficiently in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Cash handling and basic math skills.
- Ability to resolve guest concerns professionally and effectively.
- Reliable, punctual, and dependable.
- Ability to work independently and as part of a team.
- Flexible availability, including days, evenings, weekends, holidays, and night shifts as required.
- Ability to stand for extended periods and occasionally lift up to 25 lbs.
- Previous hotel or customer service experience is an asset but not required.
Pay: From $19.10 per hour
Benefits:
Work Location: In person
