Front Desk Agent

TPG Hotels & Resorts•Washington, DC

About The Position

The Front Desk Agent is the first point of contact for guests and clients entering the establishment. The role provides customer service, manages administrative tasks, and helps ensure a welcoming experience for visitors. Duties include greeting and checking in guests, verifying reservations, explaining facility services and policies, handling check-outs and payments, communicating by phone and email, managing reservations, and assisting with guest requests or complaints. The agent also performs administrative and cash-handling duties, monitors access to the premises, collaborates with other departments, and follows established emergency procedures. The role involves working in an interior hotel environment, sometimes with equipment and machines. Physical requirements include extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.

Requirements

High school education or equivalent experience.
Strong guest service orientation.
Basic accounting skills.
Ability to remain calm and professional under pressure.
Proficiency in operating a computer, calculator, phone, and other office equipment.
Excellent written and verbal communication skills.
Good organizational and time-management skills.
Ability to meet the physical requirements, including extended standing and walking; climbing, bending, reaching, pulling, pushing, and kneeling; and lifting up to 50 pounds.

Nice To Haves

Familiarity with hospitality industry practices.

Responsibilities

Welcome guests, clients, and customers and assist with check-in, reservation verification, and information about services, amenities, and policies.
Handle check-out procedures, process payments, issue invoices or receipts, and address payment-related questions.
Answer and direct phone calls and respond promptly and professionally to emails and inquiries.
Manage reservations, cancellations, and modifications, and maintain accurate, up-to-date reservation records.
Assist guests with requests, including room changes, amenities, directions, and local recommendations, and resolve complaints or concerns courteously.
Perform administrative duties, including managing mail and packages, maintaining visitor logs, organizing files, and keeping the front desk area presentable.
Monitor access to the premises, issue visitor badges or passes, follow security protocols, and coordinate with security personnel when necessary.
Handle cash transactions accurately and securely, maintain the cash drawer, and reconcile transactions at the end of each shift.
Manage multiple tasks simultaneously, including guest service, phone calls, inquiries, and administrative work.
Collaborate with housekeeping, maintenance, and management to support smooth operations and guest satisfaction.
Follow established emergency procedures, including for fire alarms or medical emergencies, and assist guests and staff as needed.