Front Desk Agent
About The Position
The Front Desk Agent provides quality guest services, including guest registration and check-out, PBX operations, mail and message service, and accurate daily accounting procedures. The role requires consistently applying essential hospitality standards: making eye contact, smiling, speaking first, engaging in polite conversation, and using the guest’s surname. The agent handles guest arrivals and departures, room assignments and requests, phone calls, shift checklists, key control, credit policies, lost and found, local information and concierge assistance, emergency procedures, and daily cash and transaction reconciliation. The role also involves monitoring room availability and hotel selling status, attending monthly department meetings, and coordinating with other departments to support guest satisfaction.
Requirements
- High school diploma or GED.
- Six months to one year of related experience and/or training.
- Ability to read, analyze, and interpret procedure manuals.
- Ability to present information effectively and respond to guest questions.
- Ability to solve practical problems and handle situations with limited standardization.
- Ability to interpret written, oral, diagram, or schedule instructions.
- Ability to operate a Property Management System, capture email, and use a PBX system.
- Ability to balance the daily shift bank, maintain organization, and demonstrate quality service.
- Ability to stand, walk, talk, and hear regularly; use hands to handle or feel objects, tools, or controls frequently; and occasionally reach with hands and arms.
- Ability to occasionally lift and/or move up to 25 pounds.
- Ability to adjust visual focus.
Responsibilities
- Provide a high level of customer service and consistently follow hospitality standards.
- Pre-assign hotel rooms, including for VIPs, repeat guests, package bookings, and guests with special requests.
- Check hotel guests in and out in a confident, professional, and friendly manner.
- Answer phone calls promptly and knowledgeably, providing complete and accurate information.
- Complete all items on the appropriate AM, PM, or third-shift checklist by the end of the shift.
- Follow the established key control policy.
- Maintain a professional presentation, including uniforms and personal hygiene.
- Follow proper credit policies and verify the credit limit report.
- Submit lost-and-found articles with a completed lost-and-found report.
- Maintain knowledge of the immediate area, services, attractions, and events, and assist with concierge services.
- Know and follow fire and emergency procedures.
- Open, secure, and balance the daily shift bank by counting and verifying cash, check, and credit card transactions handled while on duty.
- Monitor room availability throughout the day.
- Review the hotel’s daily selling status using the yield management system.
- Attend the department meeting once a month.
- Perform other duties as directed by the immediate supervisor.
- Coordinate with Sales, Housekeeping, Bell Staff, Valet, and other departments to support coordinated hotel services and guest satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
