Hotel Front Desk Agent

Millennium Hotels and Resorts • Boston, MA

2d • Onsite

About The Position

The Front Desk Agent is the first point of contact for guests at The Bostonian Hotel Boston, helping create a welcoming and memorable hotel experience. The role manages guest arrivals and departures, assists with reservations and inquiries, and delivers service that reflects the hotel’s commitment to exceptional hospitality. It suits a personable, detail-oriented, guest-focused candidate who takes ownership, communicates effectively, and can thrive in a fast-paced hospitality environment.

Requirements

• Strong verbal and written communication skills.
• Professional, friendly, and guest-focused attitude.
• Ability to multitask and remain composed in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Basic computer proficiency and ability to learn hotel property management systems.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Ability to work independently while contributing to a team environment.

Nice To Haves

• Previous customer service or hospitality experience.
• Previous hotel front desk experience.

Responsibilities

• Welcome guests warmly and professionally, creating a positive first impression.
• Complete guest check-in and check-out procedures efficiently and accurately.
• Respond to guest questions, requests, and concerns with a solutions-first mindset.
• Anticipate guest needs and provide personalized recommendations and assistance.
• Handle guest complaints professionally and escalate concerns to management when appropriate.
• Maintain a high level of service throughout every stage of the guest journey.
• Process reservations, room assignments, registration, and payment transactions accurately.
• Verify guest information, rates, billing details, and payment methods.
• Maintain accurate guest records and ensure proper documentation.
• Communicate room status, special requests, and guest needs with Housekeeping and other departments.
• Monitor arrivals, departures, VIP guests, and special accommodations.
• Follow established front desk procedures, cash-handling guidelines, and security protocols.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments to support seamless hotel operations.
• Communicate guest needs and operational updates effectively to colleagues and management.
• Support team members during high-volume periods and assist with daily operational priorities.
• Contribute to a positive, respectful, and collaborative team environment.
• Follow company policies, hotel procedures, safety standards, and applicable regulations.
• Maintain accuracy in guest transactions, reporting, and documentation.
• Protect guest privacy and confidential information.
• Maintain a professional appearance and uphold hotel grooming and service standards.
• Demonstrate accountability and a commitment to operational excellence.

Benefits

• Employee well-being and long-term success support; compensation, benefits, and eligibility are governed by the applicable Collective Bargaining Agreement.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed