Front Desk Agent

Sagemont Hotels•Loma Linda, CA

About The Position

The Front Desk Agent is the first point of contact for guests and helps ensure smooth, memorable arrivals and departures. The role delivers professional, friendly, and efficient service in keeping with the hotel’s hospitality standards and guest-first culture. The position handles guest check-in and check-out, room assignments, reservations, payment transactions, and guest inquiries. It coordinates with housekeeping, maintenance, and management, documents guest interactions and shift details, and follows hotel policies, safety procedures, privacy requirements, and appearance standards. The role requires flexible availability, including nights, weekends, and holidays.

Requirements

High school diploma or equivalent.
At least 1 year of front desk or customer service experience.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to multitask in a fast-paced environment while maintaining composure and professionalism.
Flexible availability, including nights, weekends, and holidays.

Nice To Haves

College coursework in hospitality.
Hotel experience.
Proficiency with PMS systems; Hilton OnQ/PEP, Marriott FOSSE, Choice ChoiceADVANTAGE, or IHG Opera Cloud are preferred.

Responsibilities

Greet guests warmly and professionally upon arrival and departure.
Perform check-in and check-out procedures efficiently and accurately according to brand and hotel standards.
Anticipate guest needs, support guest satisfaction, and resolve issues promptly with empathy and discretion.
Promote hotel amenities, local attractions, and programs.
Handle guest complaints and concerns professionally, escalating them to the Front Desk Manager or General Manager as needed.
Manage room assignments, rate verifications, and payment authorizations in the Property Management System (PMS).
Balance front desk cash, credit, and room charge transactions in compliance with accounting policies.
Assist with same-day reservations, group check-ins, and reservation modifications.
Communicate with housekeeping, maintenance, and management about room status, guest requests, and VIP arrivals.
Document key guest interactions, incidents, and shift details in the Front Desk Log according to hotel SOP.
Respond promptly to calls, emails, and internal messages using approved communication systems.
Follow hotel policies, brand training, and safety procedures.
Maintain a clean, organized, and professional front desk workspace.
Protect the confidentiality of guest and company information in accordance with data privacy laws and brand policies.
Maintain uniform and appearance standards.