Front Desk Agent-Courtyard Pittsburgh

Coury Hospitality • Coraopolis, PA

1d • Onsite

About The Position

The Front Desk Agent welcomes guests and supports a smooth, positive hotel experience at Courtyard Pittsburgh. The role handles guest arrivals and departures, reservations, payments, account adjustments, phone inquiries, and requests while providing information about hotel amenities, services, policies, and local attractions. The agent listens to and resolves guest concerns, coordinates with Housekeeping, Maintenance, and other departments, and communicates relevant information during shift changes. The position also maintains accurate records, protects guest privacy, follows hotel security procedures and brand standards, and keeps the Front Desk and lobby organized and professional. The agent is expected to adapt to changing guest needs and business priorities while working independently and as part of the hotel team.

Requirements

• High school diploma or equivalent preferred.
• 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 according to hotel procedures.
• Ability to follow established policies, service standards, and security procedures.
• Ability to communicate effectively with guests, team members, 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 operational 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

• Previous Front Desk, customer service, or hospitality experience; not required.
• Hotel property management system (PMS) experience.
• Familiarity with reservations, check-in and check-out procedures, guest billing, and payment processing.
• Bilingual English/Spanish communication skills; not required.

Responsibilities

• Welcome guests with a friendly, professional, service-oriented attitude and create positive check-in and check-out experiences.
• 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 appropriate solutions, and follow through to ensure satisfaction.
• Coordinate with Housekeeping about room status, special requests, and room readiness.
• Communicate with Maintenance and other departments to address guest needs and service requests promptly.
• Maintain accurate guest records and handle payments, cash, and confidential information responsibly.
• 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, safeguard confidential information, and follow hotel security procedures.
• Remain calm and courteous when handling 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 team members and other departments as business levels and guest needs change.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED