Front Desk Agent

Setting the standard for grand hospitality, Hotel Kansas City has delivered an experience like no other since its opening in late 2020. Named one of the “Best New Hotels in the World” by Travel + Leisure, and Kansas City’s newest #1 Hotel on TripAdvisor, guests can indulge in Victorian-inspired guest rooms merged with modern twists, preserved touches like hand-hewn walnut and stained glass windows, and multiple show-stopping food and beverage outlets. Centrally located in the historic Kansas City Club Building, the hotel is only steps away from the city’s best nightlife, restaurants, and shopping.

In addition to the hotel's 144 guest rooms are the Town Company restaurant; Nighthawk, a live music cellar cocktail bar; and a lobby lounge and bar that will bring locals and guests together for impromptu mingling. For the event minded guests, there will be 20,000 feet of meeting space that includes impressive historic ballrooms and a 3,000 square foot rooftop event patio.

Position Overview

Reporting to Front Office leadership, the Front Desk Agent is a highly visible guest service colleague responsible for welcoming guests, supporting the arrival and departure experience, and completing accurate Front Office transactions. This role helps create a positive first and last impression through warm service, clear communication, attention to detail, and follow-through.

The Front Desk Agent works in a high-volume, high-touch hospitality environment where guest needs, operational priorities, and colleague coordination can shift quickly. The colleagues who thrive in this role are dependable, professional, collaborative, and interested in helping build a culture of positive communication, accountability, and exceptional guest care.

Key Responsibilities

Guest Experience & Service

· Welcome guests in a professional, friendly, and attentive manner throughout the arrival, stay, and departure experience.

· Acknowledge and respond to guest needs, questions, and requests with urgency, empathy, and accurate information.

· Provide information about hotel services, amenities, room types, promotions, dining, local attractions, and directions.

· Listen carefully to guest concerns, help de-escalate interactions when needed, and provide positive, practical solutions or escalate appropriately.

· Support guest satisfaction by anticipating needs, following through on requests, and communicating clearly with guests and colleagues.

Front Office Operations

· Complete guest registration, check-in, check-out, room assignment, and key issuance in accordance with hotel procedures.

· Collect and verify valid payment methods, prepare and explain charges, and finalize guest folios accurately.

· Pre-assign rooms while considering special requests, guest needs, room availability, and operational priorities.

· Answer inquiries and process reservations or booking-related requests using prescribed hotel standards.

· Stay informed of selling strategies, rates, packages, promotions, coupons, discounts, and other guest-facing offerings.

· Transmit and receive messages for guests and colleagues; maintain accurate logs, notes, and shift communication.

Financial Accuracy, Safety & Compliance

· Maintain accurate accounting of cash, credit card, and other transactions in accordance with hotel procedures.

· Post charges to room folios as needed, including room and tax, food and beverage, laundry, or other approved charges.

· Follow company policies related to safety, security, privacy, cash handling, guest valuables, and standard operating procedures.

· Report for scheduled shifts on time and in compliance with uniform and appearance standards.

Collaboration & Operational Support

· Communicate room status, guest needs, special requests, and operational updates to Housekeeping, Front Office leadership, and other departments as appropriate.

· Support the Front Office team during busy periods by adjusting priorities, staying organized, and assisting colleagues as needed.

· May assist with guest luggage, valet coordination, shuttle support, or related guest service needs based on business demands.

· Complete other duties as assigned by management.