Front Desk Agent

Lodging Dynamics•Miami Beach, FL

14d•Onsite

About The Position

The Front Desk Agent supports hotel operations by handling reservations, guest registration, room assignments, calls, and guest requests. The role includes using up-selling techniques to maximize room rates and preparing for group check-ins and check-outs, as well as VIP arrivals. The agent handles guest records and other confidential information with integrity, resolves minor complaints, and promptly responds to guest concerns while following up to ensure satisfaction. The position contributes to the overall guest experience and assists the front desk team.

Requirements

High school diploma, or 1–3 months of related experience, or an equivalent combination of education and experience.
Good understanding of procedures and practices in the hospitality industry.
Excellent written and verbal communication skills.
Strong organizational and time-management skills.
Ability to provide exceptional customer service.
Good leadership and training abilities.

Responsibilities

Book guest reservations and/or coordinate with the reservation center.
Register guests promptly and courteously, using up-selling techniques to maximize room rates.
Prepare for group check-ins, check-outs, and VIP arrivals.
Greet, register, and assign rooms to guests.
Handle confidential information, including guest records, with a high degree of integrity.
Answer and route calls as appropriate and take guest messages accurately.
Resolve minor guest complaints to the customer's satisfaction and inform a supervisor of major problems, complaints, disturbances, or unhappy guests.
Respond quickly and in a friendly manner to guest requests or complaints, take appropriate action, and follow up to ensure guest satisfaction.
Assist the front desk team and help provide strong guest service.