Front Desk Agent

Front Desk Agent

We are seeking an ambitious, dependable, self-motivated, and customer service-oriented Front Desk Agent to join our hospitality team. The ideal candidate will be professional, detail-oriented, and committed to providing exceptional guest experiences.

This is a requiring flexibility to work 6:00 AM2:00 PM, 2:00 PM10:00 PM, and occasional half shifts based on business needs. Candidates must be available to work weekends and holidays.

Position Summary

The Front Desk Agent is responsible for delivering outstanding guest service through efficient guest registration, reservations management, and revenue collection. This role serves as the first point of contact for guests and plays a key role in ensuring a safe, welcoming, and enjoyable stay.

Employee Expectations

• Provide exceptional service to both internal and external guests in a positive and professional manner.
• Maintain strict confidentiality regarding guest and company information.
• Demonstrate accuracy, reliability, timeliness, and attention to detail in all work performed.
• Foster positive working relationships with team members and management.
• Communicate effectively both verbally and in writing.
• Respond promptly to the needs of guests, coworkers, and management.
• Promote a collaborative team environment.
• Maintain excellent attendance, punctuality, and professionalism.

Essential Duties and Responsibilities

• Greet guests and provide courteous, professional service at all times.
• Handle guest check-ins, check-outs, reservations, and room assignments.
• Answer and direct phone calls, process wake-up calls, and assist with guest requests.
• Review daily arrivals, identify duplicate reservations, and coordinate special room requests.
• Follow established credit and payment policies during guest registration.
• Resolve guest concerns and complaints promptly and professionally.
• Operate and maintain knowledge of the Property Management System (PMS).
• Provide accurate information regarding hotel services, amenities, local attractions, transportation, and directions.
• Assist with hotel events and special activities as needed to ensure guest satisfaction.
• Maintain guest privacy and security by adhering to confidentiality policies.
• Follow hotel security procedures, key control policies, and fire safety protocols.
• Process reservation requests efficiently and accurately.
• Complete front desk documentation, including registration cards, folios, cash reports, and room status reports.
• Manage switchboard operations, guest messages, mail handling, and other guest services.
• Accurately balance cash drawers and cashier reports.
• Perform front office posting, filing, and auditing procedures as assigned.
• Maintain a clean, organized, and professional front desk area.
• Communicate room status updates and guest service requirements with housekeeping and other departments.
• Support the hotel's sustainability and environmental initiatives while meeting service goals.
• Perform additional duties as assigned by management.

Minimum Qualifications

• High School Diploma or equivalent required.
• Excellent verbal and written communication skills.
• Minimum of 23 years of hotel front desk experience preferred.
• Strong customer service, organizational, and problem-solving skills.
• Ability to work independently and as part of a team.
• Flexible schedule with the ability to work morning, evening, and partial shifts as needed.

Physical Requirements

• Ability to stand or sit for extended periods of time.
• Ability to occasionally lift, push, pull, carry, and move items weighing up to 30 pounds.
• Ability to perform repetitive movements such as grasping, twisting, turning, and reaching.

Schedule Requirements

• Part-time position.
• Available shifts include:
• 6:00 AM 2:00 PM
• 2:00 PM 10:00 PM
• Occasional half shifts as needed.
• Must be available to work weekends and holidays.
• Schedule may vary based on operational needs.

Equal Opportunity Employer

We are an Equal Opportunity Employer and are committed to creating an inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.