Front Desk Agent

About the role

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. They are responsible for providing excellent customer service, managing administrative tasks, and ensuring a smooth and welcoming experience for all visitors.

Responsibilities

• Greet and welcome guests, clients, or customers in a friendly and professional manner.
• Assist with the check-in process, verify reservations, and provide necessary information about the facility’s services, amenities, and policies.
• Handle check-out procedures, process payments, and issue invoices or receipts as needed; ensure accuracy in billing and resolve any payment-related queries.
• Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required; respond to emails and inquiries promptly and professionally.
• Manage room or service reservations, cancellations, and modifications; ensure accurate data entry and maintain an up-to-date reservation system.
• Assist guests with requests such as room changes, additional amenities, directions, and local recommendations; address and resolve guest complaints or concerns in a timely and courteous manner.
• Perform administrative duties including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
• Monitor access to the premises, issue visitor badges or passes, and ensure security protocols are followed; collaborate with security personnel when necessary.
• Handle cash transactions accurately and securely; maintain an organized cash drawer and reconcile transactions at the end of each shift.
• Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
• Work closely with other departments such as housekeeping, maintenance, and management to ensure smooth operations and guest satisfaction.
• Follow established procedures for emergency situations, such as fire alarms or medical emergencies; provide assistance to guests and staff as needed.

Skills and abilities

• High school education or equivalent experience.
• Strong guest service orientation, basic accounting skills, and familiarity with hospitality industry practices preferred.
• Ability to remain calm and professional under pressure.
• Proficiency in operating a computer, calculator, phone, and other office equipment.
• Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Working conditions & physical effort

Physical work is a primary part of many of our hotel and resort jobs. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 lbs. Some work is performed in an interior hotel environment with equipment and machines.

Benefits

• Health, dental, and vision insurance.
• Disability insurance.
• Supplemental life insurance.
• Flexible spending accounts.
• 401(k) retirement plan with company match.
• Paid time off, vacation, and holidays.
• Employee assistance program.
• Hotel discounts to any property in the TPG portfolio.

Benefits vary by location. Part-time benefits also available.