Front Desk Agent

Responsibilities

• Welcome guests warmly and provide a professional, friendly first impression.
• Manage guest check-in and check-out procedures accurately and efficiently.
• Respond to guest questions regarding hotel amenities, services, local attractions, and directions.
• Handle guest requests, complaints, and concerns promptly and professionally.
• Maintain a high level of hospitality and customer satisfaction at all times.
• Answer and direct incoming phone calls.
• Process reservations, cancellations, and room changes.
• Verify guest information and payment methods.
• Maintain accurate records using the hotel property management system (PMS).
• Coordinate with housekeeping and maintenance teams regarding room status and guest needs.
• Balance cash drawers and complete end-of-shift reports.
• Follow hotel policies, procedures, and safety standards.

Qualifications

• High school diploma or equivalent required.
• Previous hotel, hospitality, customer service, or front desk experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Basic computer proficiency and familiarity with hotel reservation systems preferred.
• Ability to multitask and work in a fast-paced environment.
• Professional appearance and demeanor.
• Flexible schedule, including weekends, holidays, and evening shifts.

Work Environment

• Fast-paced hospitality environment.
• Frequent interaction with guests, vendors, and hotel staff.
• May require evening, weekend, and holiday availability.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work at a computer and phone station for long periods.

Performance Expectations

• Deliver exceptional guest service consistently.
• Maintain accuracy in reservations, billing, and cash handling.
• Arrive on time and maintain reliable attendance.
• Demonstrate teamwork and professionalism.
• Uphold Magnolia Hotel brand standards and values.

Compensation & Benefits

• Health insurance
• Paid time off
• 401K Benefits
• Employee discounts
• Holiday pay
• Career advancement opportunities
• Complementary Parking
• Complementary Lunch Meal