Front Desk Agent
About The Position
The Front Desk Agent provides exceptional service to hotel guests throughout their stay. The role focuses on welcoming guests, facilitating smooth check-ins and check-outs, and responding to guest questions and concerns in a friendly and efficient manner. The agent also supports hotel operations by handling reservations, payments, guest requests, transportation assistance, and related front-desk duties. The position reports to Front Office Leadership, the Assistant General Manager, or the General Manager. The pay range is $16.00–$17.00 per hour, based on experience and qualifications.
Requirements
- High school diploma or equivalent.
- Strong verbal and written communication skills.
- Basic computer skills.
- Knowledge of the hotel, its services, and the surrounding area.
- Ability to stand for extended periods, up to 8 hours.
- Ability to lift up to 15 pounds occasionally.
- Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.
Nice To Haves
- Prior experience in a customer service role is preferred.
Responsibilities
- Greet and welcome guests upon arrival and create a positive first impression.
- Register guests in the hotel system and verify reservation, address, and payment information.
- Promote and enroll guests in the hotel loyalty program and recognize program members.
- Process check-in and check-out payments, manage a house bank, and accurately report daily receipts.
- Assist with guest service requests, including issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
- Respond to guest complaints, offer solutions, and escalate issues when necessary.
- Answer telephone calls courteously, provide accurate information, and handle reservations efficiently and accurately.
- Assist with hotel shuttle or transportation services.
- Assist guests with luggage upon arrival and departure.
- Provide helpful information about the local area, hotel services, and amenities.
- Manage requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
- Be aware of and prepare for incoming VIP guests.
- Follow company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
- Maintain a positive, cooperative attitude and communicate effectively with coworkers to support a positive work environment.
- Handle and account for keys properly.
- Follow emergency procedures and security policies.
- Protect the confidentiality of guest room numbers.
- Promote hotel amenities and upgrades to enhance guest experiences and increase revenue.
- Maintain a neat, clean, and well-groomed appearance in accordance with company standards.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Basic life insurance and AD&D
- Voluntary life insurance
- Voluntary short-term disability
- Voluntary long-term disability
- Critical illness, hospital indemnity, and accident plans
- Pet insurance
- 401(k) retirement plan
- Paid Time Off (PTO), available as it is accrued
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
