Front Desk Agent

TPG Hotels & Resorts•Dedham, MA

13d

About The Position

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. The role provides customer service, manages administrative tasks, and helps ensure a welcoming and smooth experience for visitors. Duties include greeting guests, assisting with check-in and check-out, verifying reservations, processing payments, answering calls and emails, and managing reservations and related updates. The agent also assists guests with requests and complaints, completes administrative tasks, monitors access to the premises, handles cash transactions, and works with other departments to support smooth operations and guest satisfaction. The role includes following established procedures during emergencies. The work may take place in an interior hotel environment with equipment and machines. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.

Requirements

High school education or equivalent experience.
Strong guest service orientation.
Basic accounting skills.
Ability to remain calm and professional under pressure.
Proficiency operating a computer, calculator, phone, and other office equipment.
Excellent written and verbal communication skills.
Good organizational and time-management skills.

Nice To Haves

Familiarity with hospitality industry practices.

Responsibilities

Welcome guests and assist with check-in, reservation verification, and information about services, amenities, and policies.
Handle check-out procedures, process payments, issue invoices or receipts, and address payment-related questions.
Answer and direct incoming phone calls and respond to emails and inquiries.
Manage reservations, cancellations, and modifications, and maintain accurate reservation records.
Assist guests with requests, room changes, amenities, directions, and local recommendations; address complaints and concerns.
Perform administrative duties such as managing mail and packages, maintaining visitor logs, organizing files, and keeping the front desk organized.
Monitor access to the premises, issue visitor badges or passes, and follow security protocols in collaboration with security personnel as needed.
Handle cash transactions securely, maintain an organized cash drawer, and reconcile transactions at the end of each shift.
Manage multiple concurrent guest-service, communication, and administrative tasks.
Work with housekeeping, maintenance, and management to support smooth operations and guest satisfaction.
Follow established emergency procedures, including for fire alarms and medical emergencies, and provide assistance as needed.