Job Overview
We are seeking a dynamic and friendly Front Desk Receptionist to be the welcoming face of our organization. In this vital role, you will serve as the first point of contact for visitors and clients, ensuring a positive and professional experience from the moment they arrive. Your organizational skills and technical proficiency will help streamline office operations, manage communications, and support administrative functions. This paid position offers an exciting opportunity to develop your office management expertise while contributing to a vibrant team environment.
Position Summary
The Front Desk Agent is responsible for providing excellent guest service while handling hotel arrivals, departures, reservations, payments, guest requests, and daily front-office responsibilities. The Front Desk Agent represents the hotel and is expected to maintain a professional, friendly, and welcoming environment at all times.
Essential Job Duties & Responsibilities Guest Service
- Greet every guest promptly and professionally.
- Provide friendly, courteous, and efficient service.
- Assist guests with questions, directions, hotel information, and local recommendations.
- Respond promptly to guest requests and concerns.
- Handle guest complaints professionally and notify management when additional assistance is required.
- Follow the hotel's service-recovery procedures.
- Maintain professional behavior and appearance at all times.
Check-In & Check-Out
- Complete guest check-ins and check-outs accurately.
- Verify guest identification and method of payment according to hotel policy.
- Confirm room type, rate, length of stay, and reservation details.
- Issue room keys following hotel security procedures.
- Review guest folios before checkout and correct authorized discrepancies.
- Provide receipts and explain charges when requested.
- Never provide guest room numbers or confidential guest information to unauthorized individuals.
Reservations
- Make, modify, and cancel reservations accurately.
- Answer telephone calls professionally.
- Provide accurate information regarding room types, rates, amenities, and hotel policies.
- Properly document special requests and reservation notes.
- Understand guaranteed reservations, cancellation policies, no-shows, and advance deposits.
- Assist with group reservations and room blocks as directed by management.
Cash & Payment Handling
- Follow all hotel procedures for cash and credit-card transactions.
- Maintain accurate cash drawer balances.
- Obtain required authorization for adjustments, refunds, discounts, or other exceptions.
- Never share passwords, login credentials, or confidential payment information.
- Immediately report payment discrepancies or suspicious transactions to management.
Shift Responsibilities
- Review all shift notes and communication at the beginning of each shift.
- Complete the required front-desk shift checklist.
- Communicate important information to the next shift.
- Maintain an organized and clean front-desk area.
- Monitor lobby conditions and report cleanliness or maintenance concerns.
- Document guest complaints, maintenance issues, and unusual incidents.
- Follow hotel procedures for lost and found.
- Complete required reports and paperwork before leaving the shift.
Guest Safety & Security
- Protect guest privacy and confidential information.
- Follow hotel emergency and safety procedures.
- Report suspicious activity immediately.
- Never give a room key to an individual without properly verifying identification.
- Follow procedures regarding visitors and requests for guest information.
- Complete security checks or rounds when assigned.
Communication
- Communicate professionally with housekeeping, maintenance, management, sales, and other departments.
- Report rooms that require maintenance or additional cleaning.
- Communicate room-status discrepancies immediately.
- Review hotel communication platforms, shift logs, and management instructions.
- Document important guest situations so the next shift and management are informed.
Hotel Standards
- Follow all company policies, brand standards, and operating procedures.
- Complete all required brand and company training by assigned deadlines.
- Wear the approved uniform and name badge.
- Maintain professional grooming and appearance.
- Maintain appropriate workplace conduct.
- Personal cell-phone use should not interfere with guest service or assigned duties.
- Employees must remain at their assigned work area unless authorized to leave.
- Follow attendance and scheduling policies.
Required Skills
The successful Front Desk Agent should have:
- Strong customer-service skills.
- Professional verbal and written communication skills.
- Basic computer and data-entry skills.
- Ability to learn the hotel's property-management system (PMS).
- Ability to handle cash and credit-card transactions accurately.
- Ability to multitask in a busy environment.
- Strong attention to detail.
- Ability to handle difficult guest situations calmly and professionally.
- Ability to work independently and as part of a team.
- Dependability and punctuality.
Qualifications
- High school diploma or equivalent preferred.
- Previous hotel or customer-service experience preferred but not required.
- Hotel PMS experience is a plus.
- Must be able to communicate effectively with guests, employees, and management.
- Must be able to work flexible schedules based on hotel business needs.
Physical Requirements
The employee may be required to:
- Stand for extended periods.
- Walk throughout the hotel as necessary.
- Bend, reach, and perform routine front-office tasks.
- Lift or move reasonable amounts of supplies or guest items when necessary.
- Perform duties safely and according to company procedures.
Performance Expectations
Front Desk Agents are expected to demonstrate:
Guest Service: Friendly, professional, and responsive service.
Accuracy: Correct reservations, payments, folios, and documentation.
Accountability: Completion of all assigned shift responsibilities.
Communication: Proper communication with management and other departments.
Attendance: Reliable and punctual attendance.
Professionalism: Appropriate appearance, conduct, confidentiality, and teamwork.
Brand Compliance: Completion of required training and adherence to hotel and brand standards.
Pay: $11.00 - $12.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
