Front Desk Agent

Jamul•Jamul, CA

About The Position

The Front Desk Agent welcomes guests and manages the complete registration process, including reservations, check-in, check-out, payment authorization, billing, and accurate recordkeeping. The role provides guests with information about rooms, rates, resort amenities, and local attractions, responds to inquiries and concerns, and works to resolve issues promptly and professionally. The agent coordinates with housekeeping and other departments to ensure rooms are ready, supports group reservations, VIP services, and special arrangements, and promotes hotel amenities such as dining and spa services. The position also requires maintaining a welcoming environment, meeting AAA and grooming standards, anticipating guest needs, and participating in training to develop professionally. The job requires at least one year of hotel front desk experience and one year of guest service experience, strong communication and organizational abilities, transaction-handling skills, basic computer proficiency, a high school diploma or equivalent, flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate, and the ability to acquire and maintain an appropriate gaming license.

Requirements

At least 1 year of experience as a Hotel Front Desk Agent.
At least 1 year of guest service experience.
Excellent verbal and written communication skills.
Proficiency in handling cash and credit card transactions and maintaining accurate financial records.
Strong organizational skills and attention to detail when managing guest information, reservations, and payments.
Basic computer skills, including proficiency in MS Office (Word and Excel).
Flexibility to work all shifts, including holidays, nights, weekends, and overtime as business needs dictate.
High school diploma or equivalent.
Ability to acquire and maintain an appropriate gaming license.

Nice To Haves

Experience with property management systems (PMS), such as Infor HMS or SRH, is preferred.

Responsibilities

Greet and welcome guests in a professional manner consistent with the resort’s hospitality standards.
Manage guest registration, reservations, check-in, and check-out procedures accurately and efficiently.
Provide information about rooms, rates, amenities, and local attractions.
Verify payment methods, process credit card authorizations, and ensure accurate guest billing and payment records.
Respond courteously and promptly to guest questions, complaints, and issues, and work toward timely resolution.
Coordinate with housekeeping and other departments to ensure rooms are clean, maintained, and ready for guests.
Arrange group reservations, VIP services, and personalized plans for special events or occasions.
Upsell hotel amenities, including dining and spa services.
Maintain accurate booking, reservation, and payment records in property management systems.
Anticipate potential challenges and address issues proactively to protect the guest experience.
Remain available and approachable to guests throughout their stay.
Communicate effectively with guests, team members, and managers, providing answers and solutions.
Consistently adhere to AAA standards and follow grooming standards set by leadership.
Use thoughtful, anticipatory gestures to enhance guest experiences.
Participate in training to develop professionally.