Front Desk Agent

Job Description

Job Description

Job Title: Front Desk Agent
Location: Holiday Inn Express – Webster, NY
Department: Front Office
Reports To: Front Desk Manager

Job Summary

The Front Desk Agent is responsible for providing exceptional guest service while efficiently managing front desk operations. This role serves as the first point of contact for guests and plays a key role in creating a welcoming and positive experience from check-in to check-out.

Key Responsibilities

• Greet guests warmly and provide a friendly, professional check-in and check-out experience.
• Handle reservations, cancellations, and modifications accurately.
• Respond to guest inquiries, requests, and concerns promptly and professionally.
• Answer phone calls and direct them appropriately.
• Process payments and maintain accurate records of guest accounts.
• Maintain knowledge of hotel services, amenities, and local area information.
• Coordinate with housekeeping and maintenance to ensure guest satisfaction.
• Handle guest issues with patience and escalate them when necessary.
• Follow all hotel policies, procedures, and brand standards.
• Assist with daily reports, shift balancing, and administrative tasks.

Qualifications

• Previous customer service or hotel experience preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills (hotel systems experience is a plus).
• Professional appearance and positive attitude.
• Flexibility to work evenings, weekends, and holidays.

Work Schedule

• Part-time: Typically 16–24 hours per week.
• Full-time: Typically 32–40 hours per week.
• Weekend and some holiday availability is required and non-negotiable.

Physical Requirements

• Ability to stand for extended periods.
• Occasionally lift up to 25 lbs.
• Perform repetitive tasks such as typing and handling paperwork.

Compensation & Benefits

• Competitive pay based on experience.
• Friendly and team-oriented work environment.
• Employee discounts and hotel benefits.
• Opportunities for growth and advancement within the company.