Front Desk Agent - Hotel Sorrento

The Front Desk Agent shapes a guest's first and last impression of our hotel, and often several moments in between. Every check-in, special moment created, resolved issue, and every detail in between, contributes directly to how guests remember their stay. It's a role built on consistency, hospitality, warmth, and genuine attentiveness.

What You'll Do

Manage guest arrivals and departures

• Check guests in and out efficiently and accurately, verifying reservation details, payment, and identification
• Assign rooms based on guest preferences, loyalty status, and availability
• Process payments, deposits, and folio adjustments correctly and in line with hotel policy

Serve as the point of contact throughout the stay

• Respond to guest requests, questions, and concerns promptly and professionally, in person and by phone
• Coordinate with housekeeping, maintenance, and other departments to resolve guest needs
• Escalate service issues to the Front Office Manager when a situation calls for it

Maintain accurate records and a smooth-running desk

• Keep guest profiles, reservations, and billing information accurate and up to date
• Complete shift checklists, cash handling procedures, and reporting requirements without gaps
• Stay current on room types, rates, packages, and hotel and local information guests are likely to ask about

Uphold the standard, every interaction

• Maintain a professional appearance and demeanor at all times
• Handle sensitive guest information with discretion
• Support a welcoming, energetic, and organized front desk, even during high-volume check-in and check-out periods

What You Bring

• Prior experience in hotel front desk, guest services, or a related hospitality role preferred
• Clear, professional communication, in person and over the phone
• Comfort with property management systems, or the ability to learn one quickly
• A close eye for detail and accuracy, particularly with payments and reservations
• The composure to manage competing priorities and resolve issues without losing your footing

Compensation & Benefits

Hourly Rate:  $21.30 - $24.00 Commensurate with experience

Additional benefits include:

• Free parking
• Monthly upsell incentives
• Medical, dental, and vision insurance with generous company contribution to monthly premium after 60 days of employment
• Voluntary Long-Term, Short-Term Disability Plans, Life Insurance, Accident and Critical Illness Plans, Pet Insurance
• 401(k) retirement plan with employer match after 90 days of employment
• Annual Paid time off: 10 vacation days, 4 Personal Days, eligible for 11 Holidays
• Washington-mandated paid sick leave
• Ash Hotel discounts
• F&B perks

Work Environment & Physical Requirements

Property-based, hotel lobby presence, and occasional meetings across departments. Flexibility to work days, evenings, holidays, and weekends around key team milestones, events, or business levels. Ability to sit, stand, walk for extended periods of time, and lift up to 25 lbs as needed.

Legal Notices

Equal Employment Opportunity: We are an equal opportunity employer and make hiring decisions based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, ancestry, age (40+), disability, medical condition, genetic information, sexual orientation, gender identity or expression, marital status, military or veteran status, or any other characteristic protected under federal law.

Reasonable Accommodations: We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. To request an accommodation, please contact us during the application process.

At-Will Employment: Employment with this company is at-will, meaning either the employee or employer may terminate the employment relationship at any time, with or without cause or notice, to the extent permitted by law.