Reports To: Front Desk Manager / General Manager
Job Summary:
The Front Desk Agent is the first point of contact for hotel guests and plays a key role in creating a welcoming and professional guest experience. This position is responsible for handling check-ins, check-outs, reservations, and guest inquiries while ensuring a high level of customer service.
Greet guests warmly upon arrival and provide efficient check-in and check-out service.
Manage reservations, cancellations, and modifications through the hotel's property management system (PMS).
Answer and direct incoming calls in a courteous and professional manner.
Respond promptly to guest inquiries, requests, and complaints, ensuring satisfaction.
Provide information about hotel services, amenities, and local attractions.
Maintain accurate records of guest accounts, payments, and billing.
Coordinate with housekeeping and maintenance to ensure rooms are clean and ready for guests.
Uphold security by verifying guest identification, handling room keys properly, and monitoring access.
Follow hotel policies and procedures, including cash handling and credit card security.
Assist with administrative tasks as needed by management.
High school diploma or equivalent required; hospitality or related coursework preferred.
Previous hotel or customer service experience preferred but not required.
Strong communication and interpersonal skills.
Ability to multitask and work under pressure in a fast-paced environment.
Proficiency with computers and hotel reservation systems (training provided if necessary).
Professional appearance and positive attitude.
Ability to stand for extended periods of time.
Occasional lifting of up to 25 lbs.
Flexible schedule, including evenings, weekends, and holidays.