Front Desk Agent

Front Desk Agent

The Front Desk Agent serves as the first point of contact for guests at Magnolia Hotel and is responsible for delivering exceptional customer service while managing front desk operations efficiently and professionally. This role includes greeting guests, handling check-ins and check-outs, answering inquiries, resolving guest concerns, processing payments, and supporting overall hotel operations to ensure a positive guest experience. You will be an integral member of the team that creates distinctively different and authentic experiences for our guests. You will warmly and enthusiastically greet arriving guests and assist them with check in/out to ensure they are comfortable and feel welcome while also providing information. You will promote hotel services and amenities to the guests at Magnolia Hotel St. Louis.

Responsibilities

• Welcome guests warmly and provide a professional, friendly first impression.
• Manage guest check-in and check-out procedures accurately and efficiently.
• Respond to guest questions regarding hotel amenities, services, local attractions, and directions.
• Handle guest requests, complaints, and concerns promptly and professionally.
• Maintain a high level of hospitality and customer satisfaction at all times.
• Answer and direct incoming phone calls.
• Process reservations, cancellations, and room changes.
• Verify guest information and payment methods.
• Maintain accurate records using the hotel property management system (PMS).
• Coordinate with housekeeping and maintenance teams regarding room status and guest needs.
• Balance cash drawers and complete end-of-shift reports.
• Follow hotel policies, procedures, and safety standards.

Qualifications

• High school diploma or equivalent required.
• Previous hotel, hospitality, customer service, or front desk experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Basic computer proficiency and familiarity with hotel reservation systems preferred.
• Ability to multitask and work in a fast-paced environment.
• Professional appearance and demeanor.
• Flexible schedule, including weekends, holidays, and evening shifts.

Work Environment

• Fast-paced hospitality environment.
• Frequent interaction with guests, vendors, and hotel staff.
• May require evening, weekend, and holiday availability.

Physical Requirements

• Ability to stand for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work at a computer and phone station for long periods.

Performance Expectations

• Deliver exceptional guest service consistently.
• Maintain accuracy in reservations, billing, and cash handling.
• Arrive on time and maintain reliable attendance.
• Demonstrate teamwork and professionalism.
• Uphold Magnolia Hotel brand standards and values.

Compensation & Benefits

• Health insurance
• Paid time off
• 401K Benefits
• Employee discounts
• Holiday pay
• Career advancement opportunities
• Complementary Parking
• Complementary Lunch Meal