FRONT DESK AGENT - ROOMS

Front Desk Agent

The Front Desk Agent serves as the first and last impression of the hotel. This role is responsible for creating memorable guest experiences by delivering warm, personalized service while efficiently handling all front office operations. The ideal candidate is professional, detail-oriented, solution-driven, and thrives in a fast-paced luxury hospitality environment.

Our Front Desk Agents are expected to take ownership of the guest experience from arrival through departure while supporting hotel operations and collaborating with all departments to ensure exceptional service.

Guest Service:

• Welcome every guest with genuine warmth and professionalism.
• Complete check-in and check-out procedures efficiently and accurately.
• Anticipate guest needs and personalize each interaction whenever possible.
• Resolve guest concerns professionally and independently whenever possible.
• Escalate complex guest issues to management when appropriate.
• Maintain a positive, calm, and professional demeanor during busy periods.
• Build guest loyalty through exceptional hospitality and personalized service.
• Promote Choice Privileges enrollment and hotel amenities.

Front Desk Operations:

• Operate the Property Management System accurately.
• Verify reservations, room assignments, payment methods, and guest information.
• Process cashless transactions according to hotel procedures.
• Balance shift paperwork and complete all required reports.
• Maintain an organized, clean, and professional front desk.
• Handle room moves, extensions, upgrades, and special requests.
• Coordinate with Housekeeping regarding room status and priorities.
• Coordinate with Engineering for maintenance concerns.
• Communicate effectively during shift transitions.

Guest Recovery:

• Listen actively to guest concerns.
• Take ownership of problems until resolution.
• Follow the hotel's service recovery standards.
• Document incidents accurately when necessary.
• Communicate guest concerns to leadership.

Communication & Teamwork:

• Work collaboratively with all hotel departments.
• Attend required meetings and daily shift briefings.
• Maintain professional communication with guests and coworkers.
• Support teammates during busy periods.
• Cross-train in other operational areas as assigned.

Upselling & Revenue Generation:

• Promote available room upgrades.
• Recommend hotel amenities and food & beverage offerings.
• Assist in driving ancillary revenue opportunities.
• Support hotel initiatives designed to increase guest satisfaction and revenue.

Safety & Compliance:

• Follow all hotel policies and procedures.
• Protect guest privacy and confidential information.
• Adhere to cash handling and payment security procedures.
• Maintain compliance with ADA, OSHA, and company standards.
• Report safety hazards immediately.
• Follow emergency procedures when necessary.

Daily Responsibilities:

• Complete guest arrivals and departures.
• Answer multi-line telephone system.
• Respond promptly to guest requests.
• Process room assignments.
• Verify billing accuracy.
• Monitor lobby appearance.
• Complete shift checklists.
• Communicate room status updates.
• Process guest payments.
• Assist with concierge-style recommendations.

Performance Expectations:

• Deliver exceptional guest service.
• Maintain accuracy with reservations and billing.
• Meet productivity standards.
• Maintain strong attendance and punctuality.
• Demonstrate professionalism at all times.
• Maintain excellent communication with all departments.
• Handle guest concerns confidently.
• Contribute to a positive team culture.
• Maintain lobby presentation standards.

Required Qualifications:

• High School Diploma or GED.
• Previous customer service experience required.
• Hotel front desk experience preferred.
• Experience with hotel PMS systems preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills.
• Ability to multitask under pressure.
• Professional appearance and demeanor.
• Flexible schedule including weekends, evenings, and holidays.

Preferred Skills:

• Luxury or upscale hospitality experience.
• Knowledge of Choice Advantage or similar PMS.
• Bilingual (English/Spanish) preferred.
• Experience handling guest recovery.
• Strong problem-solving abilities.
• Ability to work independently with minimal supervision.

Physical Requirements:

• Stand and walk for extended periods.
• Lift up to 25 pounds occasionally.
• Bend, reach, and twist frequently.
• Operate office equipment including computers and phones.
• Work in a fast-paced environment.

Core Competencies:

• Hospitality Mindset
• Professionalism
• Accountability
• Attention to Detail
• Teamwork
• Communication
• Adaptability
• Problem Solving
• Time Management
• Emotional Intelligence
• Ownership
• Guest Focus

Success in This Role Looks Like:

A successful Front Desk Agent consistently creates memorable guest experiences, demonstrates ownership of guest concerns, communicates effectively with all departments, maintains operational accuracy, and contributes positively to the hotel's culture. They represent the hotel's brand with professionalism, warmth, and genuine hospitality during every guest interaction.

Our Perks & Benefits:

Competitive Compensation

We offer a highly competitive salary that reflects your skills and experience.

Health Coverage

• Medical, Dental, and Vision insurance
• Ancillary Benefits to support your well-being
• 401(k) with company contribution

Work-Life Balance

• Paid Time Off (PTO) (based on FT or PT status)
• Paid Sick Leave to take care of yourself when needed (based on FT or PT status)

Career Growth & Support

• On-the-job training and mentorship
• Clear pathways for advancement within the company

Extra Perks

• Associate Referral Program get rewarded for bringing in top talent
• Hotel Discounts enjoy the exclusive rates at our properties
• Daily Pay Access to your pay when you want it!

About Us:

24seven Hotels is a premium-branded lifestyle and select-service -focused hotel management company that believes better is always possiblefor our investors, our partners, our associates and our guests. We operate in a sweet spotlarge enough to be well-resourced and effective; small and specialized enough to offer accessibility and expertise in operations, investment and development. As a company, we value one-on-one relationships above all else. Whether you're an associate, a partner or an investor/owner, we're here for youday in and day out. Ensuring our associates are able to successfully grow in their careers, and our owners are able to successfully grow their investment.

Our hotel brand partners include Marriott, Hilton, Hyatt, IHG and Choice.

Twenty Four Seven Hotels is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Twenty Four Seven Hotels does not discriminate on the basis of disability, veteran status or any other