Front Desk Agent - Catalina Hotel
About The Position
The Front Desk Agent ensures guests are promptly checked in and out and that guest requests and questions are handled politely and efficiently according to hotel standards. The role welcomes and registers guests, handles payments and account charges, supports guest billing and credit policies, and uses the hotel computer system to manage room assignments and arrivals. The agent protects guest safety and confidentiality, communicates hotel promotions, participates in briefings, and provides assistance with special arrangements and future visits. This is a full-time position in a professional office environment. Work hours and days vary based on business needs and may include weekends, holidays, evenings, and overnight shifts. The position has no supervisory responsibilities.
Requirements
- At least two years of experience in a front desk or hotel environment.
- At least one year of customer service experience.
- College degree in hospitality, business administration, or a similar field.
- Ability to work independently and exercise good judgment to resolve issues.
- Flexible schedule and ability to work weekends and holidays.
- Ability to stand for long periods.
- Excellent written and oral communication skills.
- Ability to use computers.
- Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to communicate effectively with guests and coworkers and respond to guest requests.
- Ability to understand tasks performed by a telephone operator, reservation agent, concierge, and housekeeper.
- Ability to handle cash and credit transactions.
- Professionalism, courtesy, and respect toward guests and coworkers.
- Ability to multitask and handle stress during busy periods.
Nice To Haves
- Previous front office, hotel, or customer service experience is preferred.
- Bilingual ability is preferred.
- Previous experience with ASI Front Desk Cloud is preferred.
Responsibilities
- Check guests out according to procedures, make change, cash checks, and post charges to guest accounts while following service standards.
- Welcome and register guests, fulfill requests, follow special instructions, and adhere to security and credit policies and procedures.
- Maintain a professional image and encourage safe and efficient resort operations.
- Help management apply credit and guest billing policies.
- Participate actively in daily briefings and meetings.
- Conduct oneself discreetly in guest areas.
- Protect guest safety and confidentiality in accordance with hotel standards.
- Know hotel emergency procedures.
- Understand and communicate promotions and enhancements to employees and guests.
- Use the computer system to select and block rooms for arriving guests and preregister individuals or groups as required.
- Assist in escorting VIPs and returning guests to their rooms as requested.
- Offer to handle special arrangements during guests’ stays and coordinate future visits.
- Perform other duties assigned by the manager.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
