Front Desk Agent

Fontainebleau Las Vegas • Las Vegas, NV

53d • Onsite

About The Position

The Front Desk Agent position is responsible for providing exceptional customer service, handling guest check-in and check-out processes, and assisting guests with inquiries and requests. The Front Desk Agent plays a key role in creating an exceptional and welcoming experience for guests while ensuring efficient front desk operations.

Requirements

• Must be at least 18 years of age
• High school diploma or equivalent is required
• Excellent communication and interpersonal skills, with the ability to engage with guests from diverse backgrounds and cultures
• Strong organizational and multitasking abilities to manage guest inquiries, check-ins, and other front desk responsibilities efficiently
• Proficiency in using hotel reservation systems, property management systems (PMS), and other front office software
• Customer-centric mindset with a passion for delivering exceptional guest experiences
• Attention to detail to ensure accurate guest information, reservations, and billing
• Professional appearance and conduct, with a warm and welcoming demeanor
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment
• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to read and communicate verbally in English. Written communication skills in English may also be required.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

• Previous experience in a front desk, guest services, or customer-facing role within the hotel or hospitality industry is preferred but not mandatory

Responsibilities

• Greet guests warmly and efficiently handle their check-in and check-out procedures
• Provide a personalized experience, ensuring their preferences and special requests are met
• Assist guests with inquiries, requests, and information about the hotel's facilities, services, and local attractions, striving to exceed guest expectations
• Respond promptly to guest inquiries, concerns, and complaints with empathy and professionalism
• Take ownership of any issues and follow through to ensure guest satisfaction
• Answer phone calls and respond to emails professionally, addressing guest inquiries and routing calls to the appropriate departments
• Manage cash transactions accurately and responsibly, including guest payments, room deposits, and cash float reconciliation
• Maintain the front desk area, ensuring it is organized, clean, and presentable at all times
• Handle guest complaints or issues promptly, taking ownership to resolve concerns and elevate matters to the Front Office Manager when necessary
• Maintain guest privacy and uphold hotel security procedures, verifying guest identification and providing secure access to guest rooms
• Foster positive guest relations by demonstrating a courteous and professional demeanor and anticipating guest needs
• Identify opportunities to upsell hotel services, room upgrades, and packages to enhance the guest experience
• Coordinate with other hotel departments, such as housekeeping, engineering, and reservations, to meet guest requirements and ensure seamless operations
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

Benefits

• Pay transparency
• Competitive compensation program designed to attract, motivate, and retain talented Members
• Market-competitive compensation
• Salary commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.
• Open communication about company goals and compensation program design
• Fair and simple compensation process
• Understanding of company goals and future career development opportunities for upward mobility

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED