Front Desk Agent - Courtyard Anchorage Airport

Front Desk Agent

Position Purpose

The Front Desk Agent is often the first and last point of contact for our guests and plays an important role in creating a welcoming and memorable hotel experience. This position is responsible for greeting and registering guests, completing check-in and check-out, answering questions, processing payments, responding to guest requests, and resolving concerns in a friendly and professional manner.

The ideal candidate is friendly, dependable, organized, and enjoys helping people. Strong communication skills, attention to detail, and the ability to remain calm in a fast-paced environment are essential to success in this role.

What We Offer

We believe great work should come with great benefits. Eligible team members may enjoy:

• Medical, dental, and vision insurance
• Paid Time Off (PTO)
• 401(k) retirement plan with company match
• Company-paid life insurance
• Hotel room discounts
• Career growth and advancement opportunities
• Leadership and professional development programs
• Employee discount programs for travel, entertainment, wellness, pet insurance, and more
• A hospitality-focused work environment with opportunities to grow across our portfolio of hotels

Essential Functions

• Greet guests promptly with a warm, friendly, and professional welcome.
• Complete guest check-in and registration accurately and efficiently.
• Verify reservations, room types, rates, payment information, and other reservation details.
• Assign guestrooms based on availability, reservation details, and guest needs.
• Prepare and issue room keys while following established guest privacy and security procedures.
• Provide guests with information regarding their room, hotel amenities, services, hours of operation, and other relevant information.
• Complete guest check-out accurately and efficiently.
• Review guest folios and ensure room charges, payments, adjustments, and other transactions are properly recorded.
• Process cash, credit/debit cards, room charges, vouchers, and other approved forms of payment according to established procedures.
• Maintain accurate cash handling and financial records during assigned shifts.
• Answer incoming telephone calls, emails, and guest inquiries promptly and professionally.
• Assist guests with reservations, directions, transportation information, hotel services, local recommendations, and other requests.
• Receive, document, and communicate guest requests to the appropriate department and follow up to ensure completion.
• Assist with guest messages, mail, packages, deliveries, and other items according to hotel procedures.
• Maintain knowledge of hotel accommodations, amenities, services, promotions, and local area information.
• Promote available hotel services, amenities, upgrades, and other offerings when appropriate.
• Support applicable guest loyalty and rewards programs according to brand or hotel standards.
• Listen to guest concerns and work to provide appropriate and timely solutions.
• Research billing, reservation, room, or service concerns and involve management when additional assistance is needed.
• Remain calm and professional during high-volume periods, guest concerns, and emergency situations.
• Maintain guest confidentiality and follow established privacy and security procedures.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, and other hotel departments regarding guest needs and operational priorities.
• Maintain a clean, organized, and professional Front Desk and lobby environment.
• Complete assigned opening, closing, and shift responsibilities.
• Maintain accurate Front Desk records, logs, and reports as required.
• Follow all hotel safety, security, emergency, and cash-handling procedures.

Supportive Functions

In addition to performing the essential functions, this position may be required to perform other duties based on the operational needs of the hotel.

• Assist with reservations and reservation-related inquiries.
• Assist with stocking and maintaining Front Desk, lobby, market, or guest service areas.
• Assist with guest transportation or shuttle operations when applicable to the property and when appropriately authorized.
• Assist with basic administrative and clerical tasks.
• Operate standard office equipment and hotel systems.
• Assist other hotel departments with guest service needs when appropriate.
• Attend required meetings and training.
• Perform other duties and responsibilities as assigned.

Qualifications

• Previous hotel, Front Desk, customer service, retail, or hospitality experience preferred, but not required.
• Friendly, professional, and service-focused attitude.
• Strong verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to provide excellent service while managing multiple priorities.
• Ability to remain calm and professional when handling guest concerns or challenging situations.
• Basic math and cash-handling skills.
• Basic computer skills and the ability to learn hotel property management, reservation, payment, and other business systems.
• Ability to accurately enter, retrieve, and communicate information using hotel systems.
• Ability to work independently and as part of a team.
• Ability to exercise good judgment and appropriately escalate guest or operational concerns.
• Ability to maintain confidential guest and business information.
• Valid driver's license and acceptable driving record may be required at properties where guest transportation is part of the position.
• Ability to work a flexible schedule based on business needs, including mornings, evenings, overnight shifts, weekends, and holidays as applicable.

Physical Requirements

The physical requirements described below are representative of those necessary to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to stand and/or walk for extended periods of time.
• Ability to frequently use a computer, keyboard, telephone, and other office equipment.
• Ability to frequently reach, bend, stoop, and perform repetitive motions.
• Ability to move throughout the Front Desk, lobby, and other hotel areas as needed.
• Ability to lift, carry, push, or pull guest packages, Front Desk supplies, and other materials as required for the position.

Hospitality Expectations

Our hotels operate seven (7) days a week, twenty-four (24) hours a day. All associates are expected to support a professional, welcoming, and service-focused environment at all times. Scheduling and responsibilities may vary based on business and operational needs.

Front Desk Agents may be scheduled for morning, evening, weekend, holiday, or overnight shifts depending on the needs of the property.

Upon employment, all associates are required to comply with JL Hospitality Management policies, procedures, safety standards, and requirements for the safe and efficient operation of our hotels and facilities.

Equal Employment Opportunity

JL Hospitality Management, LLC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, marital status, or any other characteristic protected by applicable federal, state, or local law.