Front Desk Agent
Job Description
Position Summary
The Front Desk Agent is responsible for providing exceptional guest service while
supporting the daily operations of the hotel front desk. This role ensures a welcoming,
professional, and efficient guest experience through check-in/check-out services,
reservation management, guest communication, and general administrative support.
The Front Desk Agent serves as the first point of contact for guests and plays a key role
in creating a positive guest experience from arrival to departure.
Essential Duties & Responsibilities
Guest Service & Front Desk Operations
Greet, register, and check in guests in a friendly and professional manner; assign
rooms and issue room keys.
Assist guests with check-out, travel information, special requests, and service
recovery.
Answer and route internal and external calls professionally using prescribed
procedures.
Provide accurate information regarding hotel services, local attractions, and
directions.
Maintain a clean, organized, and welcoming lobby and front desk area.
Accurately compute bills, collect payments, make change, and prepare deposits
following Compass45 cash-handling procedures.
Make, confirm, modify, and cancel reservations via phone, computer, and written
correspondence.
Post room, food, beverage, and miscellaneous charges to guest accounts as
needed.
Secure guest valuables in hotel safes or safe-deposit boxes when applicable.
Record and communicate guest requests and concerns to appropriate
departments and ensure timely follow-up.
Maintain accurate shift logs to support consistent communication between shifts.
Safety, Security & Guest Relations
Ensure guest and property safety by adhering to established security protocols,
including fire, tornado, key control, and guest privacy procedures.
Monitor lobby activity and respond appropriately to incidents or guest concerns.
Sort, date-stamp, and distribute incoming mail, faxes, and messages.
Maintain awareness of guest needs and assist in resolving issues promptly and
professionally.
Additional Operational Support
Support housekeeping, maintenance, and other departments as needed to
ensure smooth hotel operations.
Assist housekeeping with laundry duties, including washing, folding, sorting, and
stocking linens as needed.
Help with general cleaning tasks such as maintaining guest-facing areas and
front desk spaces.
Assist with breakfast setup and breakdown, including arranging food items,
restocking supplies, and maintaining cleanliness of the breakfast area in
accordance with hotel standards.
Assist with package delivery, guest amenities, and special requests in a timely
manner.
Maintain cleanliness and organization of the lobby, front desk, and back office
areas.
Communicate operational updates and guest needs clearly between departments
and shifts.
Provide backup support for luggage handling, luggage storage, and guest
arrival/departure flow when needed.
Valet & Shuttle Responsibilities
Safely park and retrieve guest vehicles in a timely and professional manner.
Greet guests upon arrival and departure and assist with luggage when needed.
Maintain accurate records of vehicle information, keys, shuttle schedules, and
parking locations.
Operate the hotel shuttle safely and courteously while transporting guests to and
from designated locations.
Conduct routine inspections of shuttle vehicles and report maintenance or safety
concerns immediately.
Ensure shuttle vehicles remain clean, fueled, and properly stocked at all times.
Follow all valet and shuttle safety procedures and operate guest and company
vehicles responsibly.
Report any vehicle damage, accidents, incidents, or safety concerns immediately
to management.
Ensure key storage areas, shuttle vehicles, guest vehicles, and parking areas
remain organized and secure.
Assist with traffic flow and guest arrivals during high-volume periods.
Provide guests with information regarding hotel services, directions, local
attractions, and shuttle availability.
Adhere to all hotel cash-handling, key-control, and guest privacy procedures.
Maintain a valid driver’s license and acceptable driving record in accordance with
hotel insurance requirements.
Qualifications
Previous hotel, front desk, customer service, or cash-handling experience
preferred.
Strong communication, organizational, and problem-solving skills.
Ability to work independently and as part of a team.
Basic computer knowledge and ability to learn hotel operating systems.
Reliable attendance and punctuality required.
Ability to maintain professionalism and composure in high-pressure situations.
Flexible schedule including weekends and holidays.
Physical Demands
Regular standing, walking, talking, hearing, and use of hands for handling or
feeling.
Frequent reaching with hands and arms.
Occasional sitting, climbing, balancing, stooping, kneeling, crouching, or
crawling.
Ability to lift and/or move up to 25–50 pounds.
Ability to remain alert and engaged throughout the shift.
Vision requirements include close vision, distance vision, peripheral vision, depth
perception, and ability to adjust focus.
Work Environment
Evening shifts, typically covering standard front desk hours (e.g., 3:00 PM – 11:00 PM).
Work is performed in a hotel environment with regular interaction with guests,
team members, and vendors.
Employee may occasionally be exposed to stressful situations requiring quick
decision-making and problem resolution.
Pay: From $17.50 per hour
Benefits:
- Employee discount
- Opportunities for advancement
- Paid time off
Work Location: In person
