Front Desk Agent

Central Station•Memphis, TN

About The Position

The Front Desk Agent is a member of the hotel front desk team and serves as the first point of contact for guests. The role helps ensure guest comfort and satisfaction throughout their stay by providing attentive service and handling guest check-in, check-out, room assignments, inquiries, and reported problems. The agent also maintains accurate guest and transaction records, protects confidential and proprietary information, follows safety and security procedures, and works collaboratively with fellow staff.

Requirements

One or more years of employment in a similar position or equivalent preferred.
Additional education, training, or certification preferred.
Positive, friendly, and enthusiastic mindset, with an excellent record of hotel management.
Ability to communicate effectively with fellow leaders, managers, employees, and guests.
Strong problem-management skills and accuracy when handling emergency situations and providing solutions.
Must be able to work days, nights, weekends, and holidays.
Ability to constantly stand and walk, with occasional stooping, kneeling, ascending, reaching, pushing, pulling, or lifting.

Nice To Haves

Proficiency in Microsoft Word, Outlook, and Excel preferred.
One or more years of employment in a similar position or equivalent preferred.
Additional education, training, or certification preferred.

Responsibilities

Provide excellent and attentive service to guests.
Handle confidential information, including guest records, with integrity and protect guests’ personal information.
Follow credit card and key control policies accurately.
Obtain and verify essential guest information and maintain accurate, complete records for check-in, check-out, inquiries, and reported problems.
Know hotel emergency procedures.
Maintain accurate accounts of cash and credit transactions.
Process check-ins, check-outs, and room assignments, and assist with luggage when necessary.
Protect company proprietary information and assets.
Maintain knowledge of office equipment and property management systems.
Follow company safety and security policies and procedures; report accidents, injuries, and unsafe conditions.
Attend required training and meetings.
Take initiative, solve problems creatively, exercise good judgment, attend to details, and anticipate and exceed guest expectations.
Assist fellow support staff and work as a team player.
Communicate effectively with fellow leaders, managers, employees, and guests.
Handle emergency situations accurately and promptly and provide solutions.