Front Desk Agent - The White House Hotel

The White House Hotel - Barrington Development•Biloxi, MS

About The Position

The Front Desk Agent greets, registers, and checks in guests, provides assistance during their stay, and serves as a first point of contact for the hotel. The role supports an exceptional guest experience by managing reservations, handling guest inquiries and payments, coordinating with other departments, and helping maintain a welcoming front desk and lobby. The position also includes guest check-out, responding to concerns, arranging services such as transportation and tours, maintaining accurate guest and billing records, following safety and confidentiality procedures, and assisting with administrative tasks, hotel events, and staff training as needed. The job description notes that duties may be assigned or reassigned by management and that employment is at will.

Requirements

High school diploma or equivalent.
Excellent communication and interpersonal skills.
Strong organizational skills, attention to detail, and ability to multitask.
Ability to work in a fast-paced, customer-facing environment.
Problem-solving skills to address guest concerns and resolve issues efficiently.
Knowledge of hotel amenities, local attractions, and services available to guests.
Ability to stand for extended periods and move around the front desk area.
Ability to lift and carry small packages or luggage up to 25 pounds.
Ability to work at a fast pace, particularly during peak check-in and check-out times.

Nice To Haves

An associate’s degree in Hospitality, Business, or a related field.
Previous experience in a customer service or hospitality role.
Experience using hotel management software such as Opera and point-of-sale systems.
Familiarity with handling cash and credit cards and processing payments.

Responsibilities

Greet guests, verify reservations, assign rooms, provide room keys, and explain hotel amenities and services.
Process guest check-outs, verify charges, collect payments, and assist with special requests or accommodations.
Answer phone calls and guest inquiries about hotel services, amenities, and local attractions.
Address guest concerns and complaints promptly and professionally, working toward resolution.
Arrange transportation, restaurant reservations, tours, and other guest services.
Communicate guest preferences and requests to housekeeping, maintenance, and other departments.
Manage reservations, record guest details accurately, confirm bookings, adjust reservations, and help manage room availability and overbooking situations.
Process room, incidental, and other service charges using the hotel POS system; handle payments according to hotel policies; maintain cash drawers and financial records; and prepare guest folios.
Keep the front desk and lobby clean, organized, and welcoming, and manage guest traffic during busy periods.
Assist guests with luggage and provide directions and information about hotel facilities and the local area.
Follow security procedures, help ensure guest safety, protect guest information, and report suspicious behavior or security concerns.
Collaborate with housekeeping, maintenance, and management to support hotel operations and guest satisfaction.
Assist in training new front desk staff or interns as needed.
Perform administrative tasks such as filing, data entry, and report preparation.
Participate in hotel meetings and assist with special events, promotions, or group bookings.