FRONT DESK ASSOCIATE-HOTEL HOSPITALITY

Hotel Front Desk Agent

Reports To:

Front Office Manager and General Manager Requirements

High school diploma or equivalent.

Fluent English required; bilingual English/Spanish preferred.

Strong computer, typing, and technology skills.

Ability to stand for extended periods and lift or carry up to 50 pounds.

Willingness to work weekends, holidays, and all shifts, including overnight.

Flexibility to work at two different hotel locations on different days as scheduled.

Willingness to cover shifts when other employees call out, including short-notice coverage when needed.

Overnight shifts require breakfast preparation and setup.

Dependable, punctual, professional, and willing to learn.

General Responsibilities

Provide friendly, courteous, and professional guest service at all times.

Perform guest check-in and check-out accurately and efficiently.

Handle guest requests and complaints professionally and resolve issues appropriately.

Promote teamwork, guest satisfaction, and smooth hotel operations.

Specific Responsibilities

Register guests, issue room keys, answer phones, and provide hotel and local area information.

Process reservations, cancellations, modifications, and cash and credit card transactions accurately.

Maintain proficiency in the Property Management System (PMS), front office equipment, and required brand training.

Perform administrative duties, including data entry, reporting, and communication logs.

Maintain clean, organized, and welcoming lobby and breakfast areas.

Assist with breakfast preparation, meeting room setup, guest requests, and other duties as assigned.

Follow hotel policies and procedures to protect guest privacy, safety, and security.

Maintain knowledge of room types, rates, reservation policies, and hotel operating procedures.

Work cooperatively with management, coworkers, and other departments at both hotel locations.

Optimum Attributes

Excellent communication and customer service skills.

Humble, respectful, friendly, and genuinely guest-service-oriented.

Dependable, flexible, and willing to help wherever needed.

Positive attitude, professional appearance, and strong teamwork skills.

Receptive to feedback and committed to continuous improvement.

Performance Standards

Performance evaluations will consider guest satisfaction, reliability, attendance, teamwork, flexibility, professionalism, and contributions to hotel goals.