Front Desk Agent (Hotel)

About the role

The Front Desk Agent is responsible for providing a warm, professional, and efficient welcome to hotel guests while managing check-in, check-out, reservations, guest inquiries, payments, and other front office activities. The role requires excellent communication, customer service, and problem-solving skills to ensure a positive guest experience throughout their stay.

Responsibilities

• Greet and welcome guests in a friendly, professional, and courteous manner
• Handle guest check-in and check-out procedures efficiently and accurately
• Verify guest information, identification, reservations, and payment details
• Process room reservations, cancellations, modifications, and walk-in bookings
• Provide accurate information regarding hotel facilities, services, room types, rates, and local attractions
• Respond promptly to guest requests, questions, and concerns
• Handle guest complaints professionally and escalate issues to the Front Office Manager when required
• Manage cash, credit card, and other payment transactions accurately
• Maintain accurate guest records and update the hotel’s Property Management System (PMS)
• Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to fulfill guest requests
• Monitor room availability and assist with room allocation and upgrades when authorized
• Maintain proper records of daily transactions, guest requests, and front desk activities
• Answer and direct telephone calls and respond to guest emails or other inquiries
• Ensure the front desk and reception area remain clean, organized, and presentable
• Follow hotel policies, procedures, security standards, and guest privacy requirements
• Assist with luggage, transportation arrangements, wake-up calls, and other guest services when required
• Promote hotel services, facilities, packages, and upselling opportunities where appropriate
• Complete shift handovers and communicate important guest information to the incoming team
• Perform other duties assigned by the Front Office Manager or hotel management

Requirements

• High school diploma or equivalent; a diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred
• 1–3 years of experience as a Front Desk Agent, Receptionist, Guest Service Agent, or similar hotel position
• Previous experience in a hotel or hospitality environment is highly preferred
• Good knowledge of English; additional languages are an advantage

Skills

• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Professional, pleasant, and well-groomed personality
• Ability to remain calm and professional when handling difficult guests or stressful situations
• Good computer skills and familiarity with hotel PMS software
• Knowledge of Opera PMS