Front Desk Agent

Job Description

Job Description

Front Desk Agent Position Summary

The Front Desk Agent serves as the primary point of contact for hotel guests and is responsible for providing exceptional customer service while performing guest check-in, check-out, reservations, and other front desk functions. This position requires professionalism, accuracy, dependability, and the ability to work independently in a fast-paced environment.

• Greet guests in a friendly and professional manner.

• Perform guest check-in and check-out procedures.

• Answer telephone calls and assist guests with questions and requests.

• Process reservations, cancellations, and room assignments.

• Handle guest concerns and resolve issues professionally.

• Maintain accurate guest records and payment information.

• Balance cash, credit card, and other transactions according to hotel procedures.

• Maintain knowledge of hotel services, amenities, policies, and local attractions.

• Communicate effectively with housekeeping, maintenance, and management.

• Assist with daily reports and administrative tasks.

• Follow all company policies, procedures, and brand standards.

• Perform other duties as assigned.

• Previous customer service experience required.

• Hotel front desk experience preferred.

• Strong communication and problem-solving skills.

• Basic computer skills and ability to learn hotel software systems.

• Ability to multitask while maintaining attention to detail.

• Professional appearance and demeanor.

• Reliable attendance and punctuality.

• Ability to stand, walk, and move throughout the hotel during the shift.

• Ability to lift up to 25 pounds.

• Ability to work at a computer and telephone for extended periods.

• This position is primarily scheduled for evening shifts (3:00 p.m. – 11:00 p.m.).

• Weekend and holiday availability is required.

• All Front Desk Agents must be willing to train on Night Audit procedures.

• Employees must be available to work overnight shifts as needed to cover vacations, illnesses, emergencies, and operational needs.

• Schedule flexibility is required.

• Provide exceptional guest service at all times.

• Maintain accuracy in reservations, guest accounts, and financial transactions.

• Demonstrate professionalism, dependability, and teamwork.

• Follow hotel policies and procedures consistently.

• Maintain confidentiality of guest and company information.