Description:
The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.
- Greet and welcome guests upon arrival with a friendly and professional demeanor.
-
Perform accurate check-in and check-out procedures.
-
Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions.
-
Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.
-
Resolve guest complaints promptly and effectively, escalating issues when necessary.
-
Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled.
-
Maintain lobby and front desk area cleanliness and organization.
-
Follow security procedures, monitor guest access, and report any suspicious activity.
-
Assist with reservations, cancellations, and modifications.
-
Promote hotel services and amenities to enhance guest satisfaction.
-
Some properties may require driving hotel shuttle or guest cars to support valet service.
Requirements:
Requirements:
-
High school diploma or equivalent; hospitality or customer service training preferred.
-
Previous experience in a front desk, reception, or customer service role desirable.
-
Strong communication, problem-solving, and interpersonal skills.
- Proficiency with computers and reservation/property management systems (PMS experience a plus).
-
Ability to remain calm and professional under pressure.
-
Flexible schedule availability, including evenings, weekends, and holidays.
-
Some locations may require a Drivers’ License and insurability to operate company vehicles
- Bilingual skills are a plus.
Physical Requirements:
-
Ability to stand for extended periods (up to 8 hours).
-
Frequent use of hands and arms for typing, phone handling, and guest interactions.
-
Occasionally lift or carry items up to 25 pounds (luggage or supplies).
-
Ability to bend, stoop, and reach as required.
-
Clear verbal communication and professional appearance at all times.
