Front Desk Agent/ Guest Services Rep
About The Position
The Front Desk Agent/ Guest Services Rep is the first point of contact for hotel guests, providing friendly, professional, and efficient service to create a welcoming experience. The role handles guest arrivals and departures, reservations, questions, complaints, and requests while coordinating with other hotel departments to support guest satisfaction. The position also involves front desk administration, including maintaining an organized work area, processing payments, balancing the cash drawer, completing daily reports, and handling phone calls. The employee follows hotel security procedures, protects guest privacy and information, monitors the lobby, and responds to emergencies according to established procedures. The role works with housekeeping, maintenance, and other team members and participates in training and meetings. Employees may also be assigned other job-related duties by their supervisor.
Requirements
- High school diploma or equivalent.
- Strong interpersonal and verbal communication skills.
- Ability to think quickly and resolve guest issues efficiently.
- Ability to work accurately and efficiently in a fast-paced environment while multitasking.
- Proficiency with computer systems and hotel reservation software, and knowledge of basic accounting principles.
- Familiarity with handling payments, processing transactions, and balancing a cash drawer.
- Ability to work various shifts, including evenings, weekends, and holidays.
- Ability to stand for extended periods.
- Frequent use of hands for typing, writing, bending, reaching, and handling office equipment or guest luggage.
- Ability to lift items up to 25 pounds as needed.
Nice To Haves
- Additional education in hospitality.
- Previous experience in customer service, hospitality, or hotel front desk operations.
Responsibilities
- Greet guests and provide professional check-in and check-out service.
- Assist guests with inquiries and requests and provide information about hotel facilities, amenities, and local attractions.
- Handle guest complaints and resolve issues promptly.
- Manage reservations, process online and phone bookings, verify guest details, assign rooms, and provide accurate information about availability, rates, and promotions.
- Coordinate with housekeeping and other departments to support guest requests and a seamless guest experience.
- Keep the front desk clean, organized, and stocked with supplies.
- Handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift.
- Complete daily reports on occupancy, revenue, and guest requests, and communicate relevant information to hotel management.
- Answer and direct phone calls or take messages promptly and professionally.
- Follow hotel security procedures, verify guest identification, protect guest privacy and information, and monitor the lobby.
- Respond to emergencies, such as medical incidents or fire alarms, according to established procedures.
- Communicate with housekeeping, maintenance, and other departments to fulfill guest requests and resolve issues.
- Participate in training programs and meetings.
Benefits
- Medical, dental, and vision insurance.
- 100% employer-paid life insurance.
- Voluntary life and AD&D, short-term disability, accident, and critical illness insurance.
- 401(k) with employer contribution.
- Employee referral program and hotel discounts.
- Paid time off (PTO).
- Competitive salary and performance-based bonuses.
- Career growth opportunities.
- Supportive and friendly work environment.
- Opportunity to work with ten well-respected hotel brands.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
