Front Desk Agent

Makeready LLC•Portland, OR

18d•Onsite

About The Position

The Front Desk Agent serves as the face of The Heathman Hotel, creating welcoming first impressions and providing personalized service throughout each guest’s stay. The role handles check-in and check-out, arrivals and departures, room assignments, billing, guest questions, requests, and service recovery. The agent maintains a visible, helpful presence in the lobby and coordinates with other hotel departments to ensure guest needs are met promptly. The position requires professionalism, attention to detail, discretion, and the ability to remain composed in a fast-paced environment.

Requirements

Previous hotel front desk, hospitality, or guest service experience is preferred.
Strong communication and interpersonal skills and an approachable, polished presence.
A passion for elevated guest experiences and personalized hospitality.
Ability to multitask and remain composed in a fast-paced environment.
Strong organizational skills and attention to detail.
Comfort using hotel property management systems, Microsoft Office, and related technology platforms.
Flexible availability for mornings, evenings, weekends, and holidays.
Ability to problem-solve independently and exercise sound judgment.
Ability to stand and walk for extended periods throughout the shift.
Ability to occasionally lift and carry items weighing up to 25 pounds.
Ability to bend, reach, and move throughout guest-facing areas as needed.
Ability to maintain professionalism and poise in a fast-paced environment.

Nice To Haves

Previous hotel front desk, hospitality, or guest service experience.

Responsibilities

Welcome guests warmly and professionally during check-in and check-out.
Handle guest arrivals, departures, room assignments, and billing procedures efficiently and personally.
Answer questions about hotel amenities, services, dining, local attractions, and transportation.
Anticipate guest needs and proactively resolve concerns.
Maintain an active, visible presence in the lobby and offer assistance as needed.
Process payments, cash, room charges, and adjustments accurately according to hotel procedures.
Coordinate with Housekeeping, Engineering, Valet, and other departments to fulfill guest requests promptly.
Protect the confidentiality and security of guest information.
Handle requests, special accommodations, and service recovery situations professionally and urgently.
Keep the front desk, lobby, and guest-facing areas organized, clean, and welcoming.
Follow hotel policies, procedures, safety standards, and brand expectations.