Front Desk Agent-Courtyard Pittsburgh

Coury Hospitality•Coraopolis, PA

About The Position

The Front Desk Agent welcomes guests and supports a positive hotel experience throughout their stay. The role handles guest arrivals and departures, reservations, payments, account adjustments, and inquiries while communicating with Housekeeping, Maintenance, hotel leadership, and other departments to coordinate guest needs and room readiness. The agent follows hotel procedures, brand standards, security practices, and service expectations, and helps maintain an organized and professional Front Desk and lobby. The position requires a service-oriented, dependable, and organized approach, with the ability to manage competing priorities and respond professionally to guest concerns.

Requirements

Strong customer service, interpersonal, and communication skills.
Ability to manage multiple tasks while maintaining accuracy and attention to detail.
Strong problem-solving skills and ability to handle guest concerns professionally.
Basic computer skills, including email, data entry, and standard office applications.
Ability to handle cash, credit card transactions, and guest accounts in accordance with hotel procedures.
Ability to follow established policies, service standards, and security procedures.
Ability to communicate effectively with guests, fellow Curators, and hotel leadership.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and exercise sound judgment when handling guest information.
Ability to work flexible hours, including mornings, evenings, weekends, and holidays, based on business needs.
Ability to stand and walk for extended periods and to sit, reach, bend, and move throughout the Front Desk and lobby as needed.
Ability to use a computer, telephone, payment terminal, and other standard office equipment.
Ability to read, review, and accurately enter guest information, reservations, and financial transactions.
Ability to remain focused and organized in a fast-paced hotel environment and respond appropriately to guest concerns, emergencies, and changing priorities.
Ability to assist guests with luggage or other reasonable requests when needed and within safe physical limits.
Ability to maintain awareness of guest safety, hotel security, and the condition of the Front Desk and lobby.
Ability to maintain a professional appearance, positive attitude, and consistent service standards throughout the shift.

Nice To Haves

High school diploma or equivalent preferred.
Previous Front Desk, customer service, or hospitality experience preferred, but not required.
Hotel property management system (PMS) experience preferred.
Familiarity with reservations, check-in and check-out procedures, guest billing, and payment processing is a plus.
Bilingual English/Spanish communication skills preferred, but not required.

Responsibilities

Welcome guests professionally and create positive impressions at check-in and check-out.
Process guest arrivals, departures, reservations, payments, and account adjustments accurately.
Verify guest information and reservation details, and ensure room assignments are correct.
Explain hotel amenities, services, policies, and local attractions.
Answer incoming calls, respond to inquiries, and direct requests to the appropriate department.
Listen to guest concerns, identify solutions, and follow through to support guest satisfaction.
Coordinate with Housekeeping regarding room status, special requests, and room readiness.
Communicate with Maintenance and other departments to address guest needs and service requests.
Maintain accurate guest records and follow cash-handling and payment procedures.
Assist guests with reservation changes, cancellations, and special requests according to hotel policies.
Personalize service and help guests feel recognized and appreciated.
Maintain a clean, organized, and professional Front Desk and lobby environment.
Protect guest privacy and confidential information, and follow hotel security procedures.
Remain calm, courteous, and solution-oriented during complaints, unexpected situations, and busy periods.
Share important guest information, unresolved concerns, and special requests during shift changes.
Follow hotel procedures, brand standards, and service expectations.
Support fellow Curators and other departments as business levels and guest needs change.