Front Desk Agent

About the Role

Responsible for managing the front desk area, including guest check-in/out process, maintaining data on in-house guests, tracking reservations, special requests, and answering guest calls. This is a full-time position with a schedule of 3pm-11pm.

Responsibilities

• Ensure front desk operations are carried out within the systems and procedures required by brand-specific standards.
• Operate all hotel systems including PBX phone system, key system, PMS reservation systems, and complete brand-specific training.
• Maintain knowledge of fire alarm system and evacuation procedures.
• Monitor credit responsibility to note suspicious accounts and ensure effective credit control.
• Possess good knowledge of the surrounding area.
• Manage reservations and check-ins to ensure the highest Revenue Per Available Room (RevPar).
• Ensure security of guests, fellow employees, and hotel assets.
• Perform additional duties as requested by Supervisor to improve hotel, restaurant, lounge operations, and guest service.
• Keep confidential all business functions of the company, including top accounts, financial status, customer/guest information, and employee issues.
• Maintain compliance with all front office standard operating procedures, including monitoring key control, verifying room status, updating group information, and following through on VIP requests.
• Work with other staff to ensure awareness and compliance with all safety and security policies and procedures.
• Ensure employee and guest safety through proper training and maintenance of equipment and work areas.
• Balance PMS activity at the end of each shift and prepare daily reports as required.
• Never drop a deposit without a witness.
• Accurately count and account for cash banks prior to and at the end of each shift.
• Immediately report any guest issues to the Manager on Duty.
• Avoid personal conversations in person, on the telephone, or via cell phone in guest areas.
• Assist guests with luggage as needed.
• Maintain a well-groomed appearance and wear the uniform while on property.
• Refrain from eating, drinking, or smoking in sight of guests.

Requirements

• Highly organized, results-oriented, and able to work flexibly under pressure in a fast-paced environment.
• Ability to handle stressful situations calmly and professionally, exhibiting good judgment.
• Excellent communication skills, with the ability to convey information effectively through writing, telephone, and in-person meetings.
• Passion for serving others and skilled at building effective relationships with customers and internal partners.
• Strong service orientation with knowledge of customer service principles and processes, including needs assessment and quality standards.
• Valid driver’s license and dependable transportation.
• Outgoing personality, well-organized, and detail-oriented.
• Ability to work a flexible schedule, including evenings, nights, weekends, and holidays.
• Good work ethic, honesty, and ability to work well with others.
• Strong cash handling skills, including making change and managing a cash drawer.

Physical Requirements

• Stand or walk on feet for 8 hours and work in a restrictive space/environment.
• Eyesight enabling both near and far vision.
• Finger dexterity for typing, writing, and computer work.
• Clear, understandable voice and basic hearing ability to understand English.
• Ability to bend, stretch arms overhead, and lift or carry up to 30 pounds.