Benefits
- Flexible schedule
- Paid time off
Full job description
Job Title: Hotel Front Desk Agent
Department: Front Office
Reports to: Front Office Manager
Schedule: Full-Time or Part-Time; must be available for weekends.
Position Summary:
The Hotel Front Desk Agent serves as the first point of contact for all guests and plays a vital role in delivering outstanding service and ensuring a welcoming, efficient, and accurate check-in/check-out process. This role also involves handling guest inquiries, managing reservations, and coordinating with housekeeping and maintenance to ensure a seamless guest experience.
Key Responsibilities:
· Guest Services & Interaction
· Greet all guests with warmth, enthusiasm, and professionalism
· Perform accurate check-in and check-out procedures using the hotel’s property management system (PMS)
· Handle guest complaints or issues promptly, professionally, and in accordance with hotel policies
· Provide concierge-level support: local recommendations, directions, and hotel amenity information
· Process special requests (e.g., early check-in, late check-out, room changes) based on availability
Reservations & Room Management
· Take, modify, and cancel reservations over the phone or in person
· Verify all guest information and room preferences at check-in
· Ensure accurate posting of charges and processing of payments and deposits
· Maintain knowledge of room availability, rates, promotions, and hotel loyalty programs
· Monitor in-house guest list for special flags (VIPs, long-term guests, problem accounts, etc.)
· Handle third-party billing, direct billing, and payment authorization per policy
· Follow all security and key control procedures
· Maintain a clean and organized front desk area and lobby
Communication & Coordination
· Communicate effectively with housekeeping, maintenance, and management teams
· Log maintenance issues or guest complaints in the appropriate tracking system
· Maintain shift notes and handoffs to ensure continuity across shifts
· Assist in preparing daily reports, occupancy forecasts, and night audit support as needed
Qualifications:
Education & Experience
· Previous customer service experience;
· 1-year hotel front desk experience required
· Familiarity with hotel PMS (Hotelkey) is a plus
Skills & Competencies
· Excellent verbal and written communication skills
· Strong problem-solving and conflict resolution abilities
· Ability to multi-task and remain calm under pressure
· Computer literacy (Microsoft Office, email, web-based systems)
· Professional appearance and demeanor
Working Conditions:
· Standing for extended periods during shift
· May involve lifting up to 25 lbs (e.g., luggage or supply deliveries)
· Variable schedule including weekends, holidays, and nights
Performance Metrics:
· Guest satisfaction scores (e.g., online reviews, surveys)
· Check-in/check-out accuracy and efficiency
· Issue resolution time and guest follow-up
· Cash handling and billing accuracy
Job Types: Part-time, Temp-to-hire
Pay: $16.00 - $17.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
- Full Time during summer months
Schedule:
- Day shift
- Evening shift
- Morning shift
- Night shift
Work Location: In person
Job Types: Full-time, Part-time
Pay: $16.00 - $17.00 per hour
Benefits:
- Flexible schedule
- Paid time off
Work Location: In person
