Front Desk Agent

Job Description

Job Description

The Front Desk Agent is a pivotal member of the front desk team, responsible for managing reservations, welcoming guests, and ensuring a smooth check-in and check-out process. This role requires delivering excellent customer service, handling phone inquiries, resolving complaints, maintaining the lobby area, and assisting guests with booking information. The Front Desk Agent works as an individual contributor while reporting directly to the Front Office Manager and utilizes CRM software to enhance guest interactions. The position involves flexible shift patterns, including day, night, and rotating shifts.

Responsibilities

• Manage guest reservations and booking details accurately
• Conduct efficient check-in and check-out processes
• Provide outstanding customer service and handle guest inquiries
• Handle incoming phone calls professionally and promptly
• Resolve guest complaints with empathy and effective solutions
• Maintain a clean and welcoming lobby environment
• Offer up-to-date information about hotel services and local attractions
• Assist guests with booking modifications and special requests

Preferred Qualifications

• Entry-level experience in hospitality
• High school diploma or equivalent
• Strong customer service skills
• Experience with POS systems
• Excellent communication and problem-solving abilities
• Ability to multitask and pay attention to detail
• Demonstrated teamwork skills