Front Desk Agent

CoralTree Hospitality • Indian Wells, CA

1d

About The Position

The Front Desk Agent provides high-quality guest service by checking hotel guests in and out, assisting with luggage, taking reservations, and answering guest questions in a gracious and professional manner. The role requires accuracy in daily accounting procedures and a warm, attentive, presentable manner. The agent helps create memorable guest experiences, anticipates guest needs, handles concerns, and shares knowledge of hotel services, amenities, and local attractions.

The agent manages front desk communications and operations, including guest messages, wake-up call requests, shift checklists, room and arrival information, credit card procedures, and cashiering. The role collaborates with hotel staff and management to ensure guest needs are met, supports concierge service, and may assist with reservation, group sales, and event requests. The position requires flexibility in scheduling, including evenings, weekends, and holidays, and involves physical activity such as standing, reaching, bending, stooping, and handling luggage or loads up to 50 pounds.

Requirements

• Ability to communicate satisfactorily in English with guests, coworkers, and management.
• Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems in situations with limited standardization.
• Ability to deal effectively with internal and external guests, including using patience, tact, and diplomacy in difficult situations.
• Ability to work under pressure and multitask.
• High school graduate.
• Punctuality and reliable attendance.
• Interpersonal skills and ability to work well with coworkers and guests.
• Excellent communication and listening skills, including legible and grammatically correct writing.
• Excellent organizational, prioritization, attention-to-detail, and problem-solving skills.
• Mature, pleasant, courteous, cooperative, and enthusiastic team-player demeanor with good human-relations skills.
• Flexibility to work varied hours, including weekends, evenings, and holidays.
• Ability to endure reaching, bending, and stooping throughout work areas.
• Ability to remain stationary for up to eight hours, excluding meal and rest breaks, during a shift.
• Ability to grasp, bend, stoop, push or pull loads up to 50 pounds, and lift, carry, or otherwise move packages, boxes, and luggage.

Nice To Haves

• Previous guest relations training.
• Previous experience with an automated property management system.
• Previous hotel experience.
• Previous experience providing service and helping others create vacation or travel experiences.

Responsibilities

• Welcome guests, anticipate their needs, and assist with check-in and check-out.
• Resolve guest complaints and take initiative to create guest loyalty.
• Share knowledge of hotel services, amenities, and local attractions with guests.
• Collaborate with team members and management to communicate guest needs and observations.
• Check in and check out guests in a confident, professional, and friendly manner.
• Offer room upgrades and other upsell programs to maximize revenue.
• Direct guests to their rooms and provide information about resort amenities, events, and operating hours.
• Respond promptly and knowledgeably to guest calls and emails, providing complete and accurate information.
• Provide luggage assistance to guests as needed.
• Review arrivals, note special requests, and block rooms for VIP guests and group arrivals as necessary.
• Complete shift checklist items.
• Follow credit card procedures, including obtaining card imprints and guest signatures.
• Open, secure, and balance shift banks; verify cash, credit card, and check transactions.
• Maintain current knowledge of hotel features and services, room types and locations, rates and promotions, daily occupancy, arrivals and departures, room availability, and group activities.
• Communicate VIP arrivals and guest information, including special requests and amenity delivery needs, to designated personnel.
• Take, record, and relay messages accurately using the ALICE system.
• Accept and record wake-up call requests for Night Audit to complete.
• Meet with the departing Guest Experience Host to review business status and follow-up items.
• Provide concierge service and maintain knowledge of local restaurants, events, city attractions, and guest amenities.
• Know hotel fire and emergency procedures.
• Encourage guest online engagement and TripAdvisor reviews.
• Keep the front desk and lobby areas clean and organized.
• Assist with reservations, group sales, and event requests, and relay information to designated departments.
• Perform the role with attention to detail, accuracy, courtesy, and efficiency while multitasking.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED