HOTEL FRONT DESK AGENT - ROOMS

Twenty Four Seven Hotels•Calabasas, CA

About The Position

Twenty Four Seven Hotels is seeking a friendly, confident, and service-driven Front Desk Agent to create memorable guest experiences as the first and last point of contact. The role suits someone who takes ownership, works well in a fast-paced environment, and handles guest concerns professionally and confidently. The ideal candidate is proactive, detail-oriented, communicates well, and can turn challenging situations into positive guest experiences. The agent handles guest arrivals, departures, reservations, payments, inquiries, and service recovery while coordinating with hotel departments. The position also supports revenue opportunities, loyalty-program enrollment, accurate records, and a clean, professional front desk and lobby. Flexible availability is required for mornings, evenings, weekends, and holidays.

Requirements

Strong customer service, communication, and problem-solving skills.
Ability to remain calm, professional, and confident when handling challenging guest situations.
Excellent attention to detail and organizational skills, with the ability to multitask.
Comfort handling credit card transactions and guest billing.
Ability to work independently while supporting a team-oriented environment.
Basic computer skills and ability to learn hotel systems quickly.
Flexible availability, including mornings, evenings, weekends, and holidays.

Nice To Haves

Previous hotel front desk or hospitality experience preferred.
Experience with hotel property management systems; Choice Advantage preferred.

Responsibilities

Provide a warm, professional, and welcoming experience for all guests.
Handle guest check-ins, checkouts, reservations, room assignments, and special requests accurately and efficiently.
Process credit card transactions, authorizations, payments, refunds, and guest billing in accordance with hotel policies.
Verify guest identification, payment methods, and reservation details to ensure accuracy and security.
Monitor guest folios and resolve or escalate billing discrepancies, declined credit cards, or outstanding balances in a timely manner.
Address guest complaints, use de-escalation skills, and provide appropriate service recovery within established guidelines.
Promote room upgrades, early check-ins, late checkouts, and other revenue-generating opportunities.
Promote and enroll guests in the Choice Privileges loyalty program.
Communicate with Housekeeping, Engineering, Food & Beverage, and other departments to support seamless guest experiences.
Respond promptly and professionally to guest inquiries by phone, email, and hotel messaging platforms.
Maintain accurate reservation notes, guest requests, incident reports, and shift handover documentation.
Complete daily front desk checklists, assigned reports, and shift responsibilities.
Follow hotel policies regarding cancellations, room rates, payment collection, and guest privacy.
Maintain a clean, organized, and professional front desk and lobby environment.
Escalate urgent guest concerns, security matters, and unresolved operational issues to management promptly.
Perform additional duties as assigned by hotel management.

Benefits

Competitive compensation described as a highly competitive salary reflecting skills and experience.
Medical, dental, and vision insurance.
Ancillary benefits to support well-being.
401(k) with company contribution.
Paid time off, based on full-time or part-time status.
Paid sick leave, based on full-time or part-time status.
On-the-job training and mentorship.
Clear pathways for advancement within the company.
Associate Referral Program.
Hotel discounts at company properties.
Daily Pay access.