Front Desk Agent

Holiday Inn Across from Universal • Orlando, FL

32d • $17 - $17 • Onsite

About The Position

The Front Desk Agent is the first point of contact for hotel guests and provides a smooth, professional experience from arrival through departure. The role manages guest check-ins and check-outs, room assignments, inquiries, payments, and special requests; coordinates with other departments; and resolves guest issues promptly. The agent also maintains accurate guest folios and follows cash-handling, payment-card, key-control, privacy, accessibility, safety, and brand procedures. The position supports hotel operations through end-of-shift reporting, daily checklists, training assignments, and assistance with Night Audit or other departments as needed.

Requirements

• Comfort with computers and POS/PMS systems; typing and multitasking skills.
• Excellent communication, professionalism, and conflict-resolution skills.
• Reliability and attention to detail.
• Flexible schedule availability for days, evenings, overnights, weekends, and holidays as needed.
• Must meet background and work authorization requirements.
• Ability to stand and walk for extended periods and use a computer and phone frequently.
• Ability to lift, push, or pull up to 25 pounds occasionally.

Nice To Haves

• Prior front desk, customer service, or hospitality experience; strong service-minded candidates without experience will be trained.
• Bilingual ability.

Responsibilities

• Greet guests warmly and process check-ins, check-outs, room assignments, VIP arrangements, and special requests.
• Verify identification and payment, obtain authorizations, maintain accurate folios, and follow cash-handling, PCI, and key-control procedures.
• Answer phone calls and emails promptly and provide information about hotel amenities, the local area, and transportation.
• Address guest concerns empathetically and urgently, escalate issues when necessary, document incidents, and follow up.
• Coordinate with Housekeeping and Engineering on room readiness and service recovery, including communicating early arrivals and late checkouts.
• Operate property management systems, point-of-sale systems, and payment terminals; run end-of-shift reports and reconcile cash drawers.
• Upsell room types and amenities as appropriate and promote on-site outlets and local partners.
• Uphold service, privacy, ADA, safety, and brand/company policies and maintain a clean, organized lobby and work area.
• Support Night Audit and other departments as needed and complete daily checklists and training assignments.

Benefits

• Competitive compensation package.
• Performance bonuses based on company and individual performance.
• Full medical, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off, including vacation, sick leave, and paid holidays.
• Professional development, career advancement, mentorship, and ongoing learning opportunities.
• Employee discounts on hotel stays and services across PHM properties.
• Health and wellness initiatives.
• Flexible scheduling and work arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed