Front Desk Agent

Job Summary

The Front Desk Agent is responsible for checking guests in and out of the hotel quickly, efficiently and courteously using the property management system; processing all payments according to established hotel policies and requirements; and providing information and customer service to guests and visitors of the hotel.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Registers guests, issues room keys, provides information on hotel services and room location, and answers phones in a prompt and courteous manner.
• Upsells rooms whenever possible to maximize hotel revenue.
• Accurately processes all cash and credit‑card transactions in accordance with established procedures, including posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned bank funds.
• Issues, controls, and releases guest safe‑deposit boxes.
• Communicates any outstanding guest requests or issues to management that may require additional monitoring or follow‑up.
• Responds appropriately to guest complaints and makes appropriate service‑recovery gestures to ensure total guest satisfaction.

Qualifications

• 1–2 years customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software, including the ability to use e‑mail, word processing, spreadsheet software, and a hotel management system.

Benefits

• 401(k) matching (company match for full‑time associates).
• Health insurance.
• Dental insurance.
• Paid time off (PTO).
• Medical, dental, and life insurance.
• Travel discount program.
• Opportunities for growth with a promote‑from‑within culture.