Front Desk AgentOverview
Join the team at Best Western Thompson as a Front Desk Agent and be one of the first points of contact for our guests. In this important guest-service role, you will help create a welcoming and positive experience from the moment guests arrive until they check out.
The Front Desk Agent is responsible for providing friendly, professional, and efficient service while handling guest check-ins and check-outs, reservations, payments, telephone calls, guest requests, and general front desk operations.
We are looking for a dependable and customer-focused individual who communicates well, stays calm under pressure, and takes pride in helping guests have a comfortable and enjoyable stay. Previous hotel or front desk experience is an asset, but we are willing to train the right candidate.
Duties and Responsibilities
- Welcome and greet guests in a friendly, professional, and courteous manner.
- Provide excellent customer service throughout the guest's stay.
- Check guests in and out accurately and efficiently.
- Process reservations, cancellations, modifications, and room assignments using the hotel's reservation system.
- Verify guest information and ensure reservations and registration details are accurate.
- Handle cash, credit/debit card, and other payment transactions accurately according to hotel procedures.
- Provide guests with information about hotel services, amenities, policies, and local area attractions and services.
- Answer and direct telephone calls in a professional and courteous manner.
- Respond to guest questions, requests, and concerns and make every effort to resolve issues promptly.
- Communicate with housekeeping regarding room status, special requests, maintenance concerns, and guest needs.
- Communicate with maintenance and management when repairs, safety concerns, or other issues are reported.
- Monitor and maintain accurate records related to guest accounts, reservations, payments, and front desk activities.
- Handle guest complaints professionally and escalate concerns to management when appropriate.
- Assist guests with directions, transportation information, wake-up calls, and other reasonable requests.
- Maintain a clean, organized, and professional front desk and lobby area.
- Follow hotel procedures for lost and found items, guest privacy, security, and confidentiality.
- Follow cash-handling, credit-card, and other financial procedures accurately.
- Complete assigned reports, paperwork, and other administrative duties as required.
- Monitor the lobby and front desk area and help maintain a safe and welcoming environment.
- Follow hotel emergency, health, safety, and security procedures.
- Assist with other hotel duties as required by management.
Qualifications
- Previous hotel, front desk, customer service, or hospitality experience is an asset but not required.
- Excellent customer service and communication skills.
- Friendly, professional, and welcoming personality.
- Strong telephone and interpersonal skills.
- Basic computer skills and the ability to learn hotel reservation and front desk software.
- Ability to accurately enter information and handle payments and guest accounts.
- Strong attention to detail and organizational skills.
- Ability to multitask and prioritize responsibilities in a busy environment.
- Ability to remain calm, professional, and courteous when dealing with difficult or unexpected situations.
- Dependable, punctual, and responsible work habits.
- Ability to work independently as well as part of a team.
- Willingness to work a flexible schedule, including evenings, weekends, holidays, and overnight shifts when required.
- Ability to follow hotel policies, procedures, and security requirements.
- Previous experience with a hotel property management system is an asset.
- Additional languages are an asset.
What We’re Looking For
The ideal candidate is someone who genuinely enjoys working with people and takes pride in providing excellent guest service.
You should be comfortable speaking with guests, answering questions, solving problems, using a computer, handling payments, and managing multiple tasks at once. A positive attitude, reliability, professionalism, and willingness to learn are especially important in this position.
Working at the front desk can be busy and unpredictable, so we are looking for someone who can stay organized, communicate clearly, and remain friendly and professional even during challenging situations.
Why Join Our Team?
As a Front Desk Agent at Best Western Thompson, you will have the opportunity to build valuable experience in hospitality and customer service while working as part of a team dedicated to providing a positive guest experience.
Whether you have previous hotel experience or are looking to start a career in hospitality, we welcome motivated individuals who are dependable, professional, and eager to learn.
Previous hotel experience is an asset, but training will be provided to the right candidate.
We thank all applicants for their interest. Only those selected for an interview will be contacted.
Pay: From $16.50 per hour
Work Location: In person
