Front Desk Agent

Department: Operations • Reports to: Front Office Manager • Hourly, paid bi-weekly

About the role

The Guest Service Agent checks guests in and out, handles reservations both in-person and online, answers guest questions about the hotel and local area, and provides recommendations for nearby activities. Agents confirm guest details, assign rooms, issue keys, process payments, and maintain records of room availability and guest accounts.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room keys and escort instructions to Bell person or directly to guest without announcing room numbers.
• Date-stamp, sort, and rack incoming mail and messages.
• Transmit and receive messages using telephone, fax, and switchboard.
• Answer inquiries about hotel services, guest registration, dining, entertainment, and travel directions.
• Maintain records of room availability and guest accounts.
• Compute bills, collect payments, and make change for guests.
• Make, confirm, and cancel guest reservations.
• Post charges such as room, food, liquor, or telephone by hand or machine.
• Make restaurant, transportation, or entertainment reservations for guests.
• Deposit guests’ valuables in hotel safe or safe-deposit box.
• Order complimentary flowers or champagne for special guests at management’s direction.
• Enforce hotel credit policies.
• Account for all cash and make deposits in accordance with hotel and company policies.
• Communicate effectively with other front office and hotel departments.
• Report to work on time for scheduled shifts, in uniform, and in compliance with company policies.
• Know and comply with all company policies and procedures related to the position.
• Greet guests warmly and take initiative in providing friendly service.
• Cross-sell other Shamin Hotels.
• Perform other related duties as required.

Requirements

• Team Up: Be Golden, collaborate, and help others succeed.
• Own It: Be a role model, embrace responsibility, and keep learning.
• Passionately Serve: Be positive, care deeply, and create memories.