Front Desk Agent

Job Summary

The Front Desk Agent is the first point of contact for guests, responsible for delivering a warm welcome and efficient service throughout their stay. Duties include managing check-ins and check-outs, handling reservations, answering inquiries, and resolving issues promptly. The role ensures accuracy in billing, supports revenue through upselling, and works with other departments to provide a seamless guest experience. Strong communication skills and a commitment to exceptional hospitality are essential.

Qualification Standards

- Previous hotel front desk experience required. - College degree preferred. - Excellent hospitality and communication skills. - Computer experience preferred. - Ability to stand, sit, or walk for extended periods or entire shifts. - Ability to move, lift, carry, push, pull, and place objects weighing up to 20 pounds without assistance. - Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping. - Friendly, courteous, and guest-oriented demeanor. - Strong communication skills to effectively interact with guests and team members. - Must maintain a neat, professional appearance at all times. - Responsible, reliable, and able to perform duties with minimal supervision. - Flexibility to work days, early mornings, evenings, overnights, weekends, and holidays. - Must comply with company and brand standards. - Complete departmental and brand standards training as assigned.

Duties & Functions

- Greet and welcome all guests approaching the Front Desk. - Handle check-ins and check-outs in a friendly, efficient, and courteous manner. - Answer guest inquiries about hotel services, facilities, and local attractions. - Maintain proper operation of PBX console and front desk systems. - Follow all cash handling and credit policies. - Be aware of rates, packages, promotions, and in-house groups. - Obtain necessary information for reservations and follow rate-quoting procedures. - Understand emergency procedures and assist as needed. - Complete shift checklist tasks, bucket checks, and reports accurately. - Balance and prepare paperwork for closing shift according to hotel standards. - Maintain and market guest programs and promotions. - Establish and maintain good communication and teamwork with other departments. - Attend meetings and training as required. - Perform other duties as requested by management.