Front Desk Agent

Position Overview

Reporting to Front Office leadership, the Front Desk Agent is a highly visible guest service colleague responsible for welcoming guests, supporting the arrival and departure experience, and completing accurate Front Office transactions. This role helps create a positive first and last impression through warm service, clear communication, attention to detail, and follow-through.

Key Responsibilities

• Welcome guests in a professional, friendly, and attentive manner throughout the arrival, stay, and departure experience.
• Acknowledge and respond to guest needs, questions, and requests with urgency, empathy, and accurate information.
• Provide information about hotel services, amenities, room types, promotions, dining, local attractions, and directions.
• Listen carefully to guest concerns, help de-escalate interactions when needed, and provide positive, practical solutions or escalate appropriately.
• Support guest satisfaction by anticipating needs, following through on requests, and communicating clearly with guests and colleagues.
• Complete guest registration, check-in, check-out, room assignment, and key issuance in accordance with hotel procedures.
• Collect and verify valid payment methods, prepare and explain charges, and finalize guest folios accurately.
• Pre-assign rooms while considering special requests, guest needs, room availability, and operational priorities.
• Answer inquiries and process reservations or booking-related requests using prescribed hotel standards.
• Stay informed of selling strategies, rates, packages, promotions, coupons, discounts, and other guest-facing offerings.
• Transmit and receive messages for guests and colleagues; maintain accurate logs, notes, and shift communication.

Qualifications

• High school diploma or GED equivalency required.
• 6-12 months of related experience and/or training preferred.
• Hospitality, hotel, front desk, guest service, or customer service experience preferred.
• Ability to use hotel systems, communication tools, and basic computer applications accurately and efficiently.
• Ability to learn and follow Front Office procedures, payment processes, safety standards, and service expectations.
• Ability to read and understand English fluently and speak clearly.