Front Desk Agent- The Monarch Hotel by HQ

Job Description

Job Description

Founded in 2002 by Sam Nazarian, sbe is a globally recognized lifestyle hospitality company known for creating iconic hotels, restaurants, and nightlife destinations that blend elevated design, energy, and service. With celebrated brands such as SLS, Delano, and Mondrian, sbe has helped define modern luxury hospitality through experiences that feel exclusive, cultural, and unforgettable.

Now, sbe is launching its next chapter with HQ Hotels - a bold, design-forward lifestyle brand built for travelers who want more than just a place to stay. HQ stands for high energy, high style, and high service, combining vibrant social spaces, curated food & beverage, and nightlife-driven programming that turns every property into a destination. Backed by sbe’s best-in-class creative and operational expertise and powered by a strategic partnership with Wyndham Hotels & Resorts, HQ Hotels offers team members the opportunity to help shape a rapidly growing brand with global reach, strong momentum, and a culture rooted in excellence, creativity, and unforgettable guest experiences.

sbe recently announced an exclusive partnership with global icon Marc Anthony - singer, songwriter, actor, entrepreneur and his company Magnus, who have joined as equity partners in sbe. This partnership further expands the brand’s cultural relevance, reach, and momentum as it enters new markets around the world.

Job Summary

The Front Desk Agent serves as the first point of contact for guests, clients, or visitors. This role is responsible for providing exceptional customer service, managing front desk operations, and ensuring a welcoming, professional environment.

Key Responsibilities

• Greet and welcome guests, clients, and visitors in a friendly and professional manner
• Answer phone calls, emails, and inquiries promptly and accurately
• Manage check-in and check-out procedures (if applicable)
• Schedule appointments and maintain calendars
• Handle reservations, cancellations, and guest requests
• Process payments, invoices, or basic transactions
• Maintain accurate records and update internal systems
• Coordinate with other departments to meet guest or client needs
• Resolve complaints or concerns efficiently and courteously
• Maintain cleanliness and organization of the front desk area
• Follow company policies, safety procedures, and confidentiality guidelines

Qualifications & Skills

• High school diploma or equivalent (associate’s degree preferred)
• Previous customer service or front desk experience preferred
• Excellent verbal and written communication skills
• Strong interpersonal and problem-solving abilities
• Proficient in basic computer applications (MS Office, scheduling software, POS systems)
• Ability to multitask and remain calm in a fast-paced environment
• Professional appearance and demeanor

Work Environment & Schedule

• May require standing for extended periods
• Shift work may include evenings, weekends, and holidays
• Office, hotel, medical, or hospitality setting depending on organization

Physical Requirements

• Must be able to stand or walk a minimum eight (8)-hour shift and work inside assigned bar area in the venue.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must be able to lift and carry 25-50 pounds.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.

Affirmative Action / EEO Statement 

We are an equal-opportunity employer who is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We believe in, embrace, and abide by the spirit, as well as, to the letter of all applicable laws and regulations. 

Our policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, internships, and apprenticeship. Our hiring decisions are based solely on qualifications, merit, and business needs at the time.