Front Desk Agent
About The Position
The Front Desk Agent provides guest services including registration and check-out, PBX operations, mail and message service, and accurate daily accounting. The role requires consistently applying hospitality standards: making eye contact, smiling, speaking first, engaging in polite conversation, and using guests’ surnames. The agent coordinates with departments such as Sales, Housekeeping, Bell Staff, and Valet to support guest satisfaction. The position also requires knowledge of the immediate area, hotel services, attractions, events, and emergency procedures, along with professional presentation and reliable completion of shift procedures.
Requirements
- High school diploma or GED.
- Six months to one year of related experience and/or training.
- Ability to read, analyze, and interpret procedure manuals.
- Ability to present information effectively and respond to guest questions.
- Ability to solve practical problems and handle situations with limited standardization.
- Ability to interpret written, oral, diagrammatic, or schedule-based instructions.
- Ability to operate a Property Management System, capture email, and use a PBX system.
- Ability to balance the daily shift bank, remain organized, and demonstrate quality service.
- Must be able to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Responsibilities
- Provide a high level of customer service.
- Pre-assign hotel rooms, including for VIPs, repeat guests, packages, and special requests.
- Check hotel guests in and out in a confident, professional, and friendly manner.
- Answer phone calls promptly and knowledgeably, providing complete and accurate information.
- Complete the appropriate AM, PM, or Third Shift checklist by the end of each shift.
- Follow the established key control policy.
- Maintain a professional appearance, including appropriate uniform and personal hygiene.
- Follow proper credit policies and verify the credit limit report.
- Submit lost-and-found articles with a completed lost-and-found report.
- Know the immediate area, services, attractions, and events, and assist with concierge services.
- Know fire and emergency procedures.
- Open, secure, and balance the daily shift bank by counting and verifying cash, check, and credit card transactions handled while on duty.
- Monitor room availability throughout the day.
- Review the hotel’s selling status daily using the yield management system.
- Attend the monthly department meeting.
- Perform other duties as directed by the immediate supervisor.
- Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support guest satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
