Front Desk Agent

Job Description

Job Description

Job Summary:

The Front Desk Agent serves as the first point of contact for hotel guests, providing a welcoming, professional, and efficient check-in and check-out experience. This role is responsible for delivering exceptional guest service, handling reservations and payments, responding to guest requests, and ensuring accurate communication with other hotel departments to create a seamless guest experience.

Essential Duties & Responsibilities:

Guest Service:

• Greet guests warmly and provide a positive first impression.
• Complete guest check-ins and check-outs accurately and efficiently.
• Verify guest identification, payment methods, and reservation details.
• Respond promptly and professionally to guest questions, requests, and concerns.
• Resolve guest complaints or escalate issues to management when appropriate.
• Maintain confidentiality of guest information.

Reservations & Room Assignments:

• Assign rooms according to hotel standards, guest preferences, and operational requirements.
• Ensure room assignments meet special requests whenever possible.
• Process reservation changes, cancellations, and extensions.
• Coordinate closely with Housekeeping and Engineering regarding room status and maintenance issues.
• Monitor room inventory and communicate room availability.

Cash Handling & Administrative Duties:

• Process cash, credit card, and electronic payments accurately.
• Balance cash drawer and complete shift reports.
• Maintain accurate guest records in the Property Management System (PMS).
• Prepare key cards and ensure security procedures are followed.
• Document guest incidents and communicate shift information through pass-on logs.

Communication:

• Coordinate with Housekeeping for room readiness.
• Communicate guest requests promptly to the appropriate department.
• Assist Bell Services, PBX, Engineering, Security, and Food & Beverage as needed.
• Participate in shift briefings and departmental meetings.

Safety & Security:

• Follow hotel safety, security, and emergency procedures.
• Verify guest identity before issuing room keys.
• Report suspicious activity, safety concerns, or maintenance issues immediately.
• Protect guest privacy and confidential information.