Description

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.  

• Greet and welcome guests upon arrival with a friendly and professional demeanor. 
• Perform accurate check-in and check-out procedures.
• Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions. 
• Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system. 
• Resolve guest complaints promptly and effectively, escalating issues when necessary. 
• Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled. 
• Maintain lobby and front desk area cleanliness and organization. 
• Follow security procedures, monitor guest access, and report any suspicious activity. 
• Assist with reservations, cancellations, and modifications. 
• Promote hotel services and amenities to enhance guest satisfaction. 
• Some properties may require driving hotel shuttle or guest cars to support valet service.  

Requirements

Requirements:

• High school diploma or equivalent; hospitality or customer service training preferred. 
• Previous experience in a front desk, reception, or customer service role desirable. 
• Strong communication, problem-solving, and interpersonal skills.  
• Proficiency with computers and reservation/property management systems (PMS experience a plus). 
• Ability to remain calm and professional under pressure. 
• Flexible schedule availability, including evenings, weekends, and holidays. 
• Some locations may require a Drivers’ License and insurability to operate company vehicles  
• Bilingual skills are a plus. 

Physical Requirements:

• Ability to stand for extended periods (up to 8 hours). 
• Frequent use of hands and arms for typing, phone handling, and guest interactions. 
• Occasionally lift or carry items up to 25 pounds (luggage or supplies). 
• Ability to bend, stoop, and reach as required. 
• Clear verbal communication and professional appearance at all times.