Front Desk Agent

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner. 

Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

n
• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information. 
n
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members. 
n
• Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts. 
n
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges. 
n
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary. 
n
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy. 
n
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service. 
n
• Assist guests with luggage upon arrival and departure. 
n
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests. 
n
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes. 
n
• Be aware of and prepare for incoming VIP guests. 
n
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager. 
n
• n Exhibit a positive and cooperative attitude as part of the team. n
n
• n Communicate effectively with coworkers and contribute to a supportive work environment. n
n
• Handle and account for keys properly. 
n
• Understand and adhere to emergency procedures and security policies.
n
• Ensure the confidentiality and protection of guest room numbers. 
n
• n Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue. n
n
• n Must maintain a neat, clean, and well-groomed appearance in accordance with company standards n
n

Qualifications: 

Education: High School diploma or equivalent. 

Experience: Prior experience in a customer service role preferred. 

n
• Strong verbal and written communication skills. 
n
• Basic computer skills. 
n
• Knowledge of the hotel, its services, and the surrounding area. 
n
• Ability to stand for extended periods, up to 8 hours. 
n
• Ability to lift up to 15 lbs on occasion. 
n
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.
n