Front Office - Front Desk Agent

Position Summary

The Front Desk Agent provides a warm, professional, and welcoming experience for all guests and visitors. This role manages all aspects of guest registration, check-in, and check-out, delivers accurate information about the hotel and local area, resolves guest concerns, and ensures a high level of guest satisfaction. Additionally, the Front Desk Agent supports revenue generation through upselling opportunities and accurate billing.

• Guest Service & Registration
  • Greet and welcome guests enthusiastically and professionally.
  • Handle guest check-in/check-out, including verifying reservations, assigning rooms, issuing key cards, and establishing guest credit.
  • Provide information on hotel amenities, services, and local attractions.
  • Anticipate guest needs and offer solutions to enhance their experience.
  • Resolve guest complaints promptly and professionally or escalate to management as appropriate.
• Operational Duties
  • Accurately enter guest information, charges, and payments into the property management system.
  • Run daily reports, maintain cash drawers, and ensure accurate billing.
  • Communicate guest requests and special instructions to relevant departments.
  • Maintain knowledge of hotel policies, safety procedures, and emergency protocols, including proper use of PPE and compliance with OSHA and HAZMAT programs.
  • Report any unusual events, safety hazards, maintenance issues, or thefts immediately to management or security.
• Additional Support Functions
  • Assist with concierge services, including dining, entertainment, shopping, and travel recommendations.
  • Answer phones and process reservations accurately for both calls and walk-ins.
  • Deliver messages, packages, and supplies to guests as needed.
  • Support night-shift duties, such as preparing breakfast vouchers, delivering folios, and monitoring property security.
  • Participate in training sessions to maintain and improve knowledge and performance.
  • Collaborate with team members to ensure smooth operations and guest satisfaction.

• Previous guest service or customer service experience preferred.
• Excellent communication and interpersonal skills to interact with guests from diverse backgrounds.
• Basic math skills for billing and payment processing.
• Competent with computers and able to accurately enter and retrieve information.
• Attention to detail and ability to remain calm under pressure or during emergencies.
• Fluent in English; proficiency in a second language is a plus.
• Ability to work independently and as part of a team.
• Food Handler’s certificate may be required for night-shift roles.
• Flexible schedule, including holidays, weekends, and alternate shifts.
• Maintain a professional appearance and demeanor.

• Regularly stands, walks, and moves throughout the property; occasional stooping or crouching.
• Frequently uses hands and fingers to operate computer and office equipment.
• Occasionally lifts up to 70 lbs (e.g., luggage).
• Must have visual and auditory acuity for accurate data entry, guest interaction, and observation of facilities.
• Exposure to moderate noise, office equipment hazards, and occasional atmospheric conditions such as odors, perfumes, or dust.