Front Desk Agent

Lodging Dynamics•Miami Beach, FL

7d•Onsite

About The Position

The Front Desk Agent welcomes and registers hotel guests, assigns rooms, and supports a smooth guest experience. The role books reservations or coordinates with the reservation center, uses up-selling techniques when registering guests, and prepares for group check-ins, check-outs, and VIP arrivals. It also involves handling guest information confidentially, responding to calls and messages, and addressing guest requests and complaints. The Front Desk Agent learns about the hotel and its amenities, assists the front desk team, and contributes to the overall guest experience.

Requirements

High school diploma, or 1–3 months of related experience, or an equivalent combination of education and experience.
Good understanding of procedures and practices in the hospitality industry.
Excellent written and verbal communication skills.
Strong organizational and time management skills.
Ability to provide exceptional customer service.
Good leadership and training abilities.

Responsibilities

Book guest reservations and/or coordinate with the reservation center.
Register guests promptly and courteously, using up-selling techniques to maximize room rates.
Prepare for group check-ins, check-outs, and VIP arrivals.
Greet and register guests and assign rooms.
Handle confidential information, including guest records, with a high degree of integrity.
Answer and route calls as appropriate and take accurate guest messages.
Resolve minor guest complaints to the customer's satisfaction and inform a supervisor of major problems, complaints, disturbances, or unhappy guests.
Respond promptly and courteously to guest requests or complaints, take appropriate action, and follow up to ensure guest satisfaction.
Learn about the hotel and its amenities and assist the front desk team.