Front Desk Agent

Job Description

Job Description

The Front Desk Agent plays a vital role in delivering excellent customer service and ensuring smooth operations at the hotel front desk. This position involves managing guest check-ins and reservations, assisting customers, handling payments, and maintaining a welcoming lobby environment. Working within a medium-sized team of 4-7 agents and reporting to the General Manager, the Front Desk Agent works rotating shifts, including nights and weekends. Proficiency in reservation systems like PEP and Hotel Key is essential, and employees enjoy special franchise discounts with Hilton and IHG hotels worldwide for themselves and their friends and family.

Responsibilities

• Manage guest check-in and check-out processes efficiently
• Handle reservations and modify bookings as needed
• Provide prompt assistance and resolve customer inquiries and complaints
• Answer phone calls and direct them appropriately
• Process payments accurately, including cash handling
• Monitor and maintain lobby presentation and safety compliance
• Coordinate with housekeeping to ensure timely room readiness
• Apply franchise discounts with Hilton and IHG for employees and their guests

Required Qualifications

• Strong customer service and communication skills
• Effective problem-solving and time management abilities
• Ability to multitask and handle reservation systems
• Experience with cash handling and computer proficiency

Preferred Qualifications

• Entry-level experience in customer service roles
• High school diploma or equivalent educational background