Front Desk Agent

Position Overview Reporting to Front Office leadership, the Front Desk Agent is a highly visible guest service colleague responsible for welcoming guests, supporting the arrival and departure experience, and completing accurate Front Office transactions. This role helps create a positive first and last impression through warm service, clear communication, attention to detail, and follow-through. The Front Desk Agent works in a high-volume, high-touch hospitality environment where guest needs, operational priorities, and colleague coordination can shift quickly. The colleagues who thrive in this role are dependable, professional, collaborative, and interested in helping build a culture of positive communication, accountability, and exceptional guest care. Key Responsibilities Guest Experience & Service Welcome guests in a professional, friendly, and attentive manner throughout the arrival, stay, and departure experience. Acknowledge and respond to guest needs, questions, and requests with urgency, empathy, and accurate information. Provide information about hotel services, amenities, room types, promotions, dining, local attractions, and directions. Listen carefully to guest concerns, help de‑escalate interactions when needed, and provide positive, practical solutions or escalate appropriately. Support guest satisfaction by anticipating needs, following through on requests, and communicating clearly with guests and colleagues. Front Office Operations Complete guest registration, check‑in, check‑out, room assignment, and key issuance in accordance with hotel procedures. Collect and verify valid payment methods, prepare and explain charges, and finalize guest folios accurately. Pre‑assign rooms while considering special requests, guest needs, room availability, and operational priorities. Answer inquiries and process reservations or booking‑related requests using prescribed hotel standards. Stay informed of selling strategies, rates, packages, promotions, coupons, discounts, and other guest‑facing offerings. Transmit and receive messages for guests and colleagues; maintain accurate logs, notes, and shift communication. Financial Accuracy, Safety & Compliance Maintain accurate accounting of cash, credit card, and other transactions in accordance with hotel procedures. Post charges to room folios as needed, including room and tax, food and beverage, laundry, or other approved charges. Follow company policies related to safety, security, privacy, cash handling, guest valuables, and standard operating procedures. Report for scheduled shifts on time and in compliance with uniform and appearance standards. Collaboration & Operational Support Communicate room status, guest needs, special requests, and operational updates to Housekeeping, Front Office leadership, and other departments as appropriate. Support the Front Office team during busy periods by adjusting priorities, staying organized, and assisting colleagues as needed. May assist with guest luggage, valet coordination, shuttle support, or related guest service needs based on business demands. Complete other duties as assigned by management. Qualifications Education High school diploma or GED equivalency required. Experience 6-12 months of related experience and/or training preferred. Hospitality, hotel, front desk, guest service, or customer service experience preferred. Technical & Operational Knowledge Ability to use hotel systems, communication tools, and basic computer applications accurately and efficiently. Ability to learn and follow Front Office procedures, payment processes, safety standards, and service expectations. Ability to read and understand English fluently and speak clearly. Core Competencies Guest Focus: Provides attentive, responsive service and seeks to create a positive guest experience. Communication: Communicates clearly, professionally, and respectfully with guests, colleagues, and leaders. Empathy & Listening: Listens to understand guest needs and concerns, responds with care, and helps de‑escalate difficult interactions. Accountability: Demonstrates reliability, accuracy, follow‑through, and ownership of assigned responsibilities. Collaboration: Works well with colleagues and other departments to support service flow and guest needs. Professionalism: Maintains composure, good judgment, and a service‑oriented approach in a fast‑paced environment. Adaptability: Balances multiple priorities and remains effective during high‑volume or changing business conditions. Work Environment & Physical Requirements Ability to work a flexible schedule including days, evenings, weekends, holidays, and overnight shifts as business needs require. Ability to stand for extended periods of time and move throughout the Front Office area as needed. Ability to lift, push, or pull up to 10‑15 lbs. as needed. Ability to support a high‑volume, high‑touch guest environment while maintaining accuracy, professionalism, and positive communication. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Benefits We offer excellent benefits: Discounted and Friends & Family Room Rates Life and Disability Insurance 401K with company match Generous Paid Time Off Paid Family Bonding Time and Adoption Assistance Employee Stock Purchase Plan Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more! #J-18808-Ljbffr