Front Desk Agent

Key Responsibilities

• Greet all guests with warmth and professionalism upon arrival and departure.
• Perform check-in and check-out procedures efficiently, accurately, and in accordance with brand and Hotel standards.
• Anticipate needs and resolve issues promptly with empathy and discretion to ensure guest satisfaction.
• Promote hotel amenities, local attractions and programs to enhance the guest experience.
• Handle all guest complaints or concerns professionally, escalating as needed to the Front Desk Manager or General Manager.
• Manage room assignments, rate verifications, and payment authorizations accurately in the Property Management System (PMS).
• Balance all front desk cash, credit, and room charge transactions in compliance with accounting policies.
• Assist with same-day reservations, group check-ins, and modifications as needed.
• Maintain clear communication with housekeeping, maintenance, and management regarding room status, guest requests, and VIP arrivals.
• Document all key guest interactions, incidents, and shift details in the Front Desk Log per Hotel's SOP.
• Respond promptly to calls, emails, and internal messages using approved communication systems.

Qualifications

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Minimum 1 year of front desk or customer service experience (hotel experience strongly preferred).
• Proficiency with PMS systems (Hilton OnQ/PEP, Marriott FOSSE, Choice ChoiceADVANTAGE, or IHG Opera Cloud preferred).
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment while maintaining composure and professionalism.

Work Environment & Schedule

• This position requires flexible availability, including nights, weekends, and holidays.
• This position works as one part of the Hotel team and shares in our culture.
• Uniform and appearance standards must be maintained at all times per the Hotels policy.