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 provides local activity recommendations. They confirm guest details, assign rooms, issue keys, collect payments, and manage guest accounts.

Responsibilities

• Greet, register, and assign rooms to guests.
• Issue room keys and escort instructions to Bell person or 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 according to 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.