FRONT DESK AGENT

Roles and Responsibilities

• Determine guest reservation status, length of stay, and room assignments while accommodating special requests whenever possible.
• Verify the guest’s method of payment and follow established credit-checking procedures.
• Accurately enter guest and room information into the Property Management System (PMS) and communicate details to appropriate hotel departments.
• Collaborate with Housekeeping to keep room status reports updated.
• Coincide with Maintenance for any room repairs or guest-related service requests.
• Register guests upon arrival, handle the registration process, process check-outs, and manage upgrades, promotions, and special requests.
• Respond promptly and professionally to guest concerns, issues, and inquiries.
• Resolve guest complaints where possible or escalate appropriately to ensure guest satisfaction.
• Maintain and complete required logs, reports, and documentation accurately as directed by management.
• Stay in close contact with hotel departments and staff to relay important information and assist in delivering exceptional service.
• Manage front desk cashier responsibilities, handling cash and checks in compliance with hotel policies and procedures.
• Communicate relevant information effectively to supervisors and the Front Desk Manager.
• Proactively request feedback from guests (via comment cards, conversations, etc.) and support the implementation of service improvements.
• Answer phone calls in a courteous and professional manner, providing directions, handling inquiries, and logging requests or complaints as needed.
• Actively listen and assist in resolving guest issues, ensuring that all concerns are logged and followed up on appropriately.

Qualifications

• High school diploma or equivalent; hospitality or customer service experience preferred.
• Must have one year of experience as Front Desk Agent or other customer service-related position.
• Proficiency in using hotel PMS software (e.g., Opera, OnQ, PEP, etc.) is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to multitask, stay organized, and remain calm under pressure.
• Availability to work flexible shifts, including evenings, weekends, and holidays.