Front Desk Agent

Duties & Responsibilities

• Maintains knowledge of hotel features/services, outlets, hours of operation, etc.
• P practices emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Acts as an ambassador of the hotel and the company at all times, in and outside of the workplace.
• Observes standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Maintain confidentiality and security of all guests and general hotel information.
• While on Front of House (FOH) Lobby Host Shifts:
  • Monitors all guest and visitor activity coming through the hotel’s entrance.
  • Looks after daily hotel check-ins and check-outs.
  • Affords assistance to in-house guests with stay-related questions and requests.
  • Maintains internal radio communications.
  • Affords assistance in other areas as needed.
• While on Back of House (BOH) Lobby Host Shifts:
  • Affords assistance to pre-arrival and in-house guests with stay-related questions and requests.
  • Maintains all recorded hotel guest needs.
  • Leads room blocking efforts.
  • Attends daily Operations Meetings.
  • Pre-registers guests.
  • Serves as an internal operator for Host Desk calls.
  • Affords assistance in other areas as needed.

Required Strengths, Skills & Experience

• Comfortable engaging with people face-to-face and/or telephone interactions and working in a fast-paced environment.
• Enjoy strategic and structured tasks.
• Experience in front office or customer service, preferably in a luxury environment.
• Proficient in using property management systems.
• Excellent communication and interpersonal skills.
• Professional appearance and polished demeanor.
• Fluency in English; additional languages are an asset.
• Ability to multitask, stay calm under pressure, and solve problems efficiently.

Physical Requirements

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.