Front Desk Agent

Fairfield Inn and Suites Polaris•Westerville, OH

21d

About The Position

The Front Desk Agent welcomes guests, manages hotel check-in and check-out, reservations, room assignments, and guest payments. The role provides information about the hotel, rooms, rates, and amenities; responds to complaints professionally; coordinates with housekeeping; and maintains accurate booking and payment records. The agent also confirms group reservations, arranges personalized services for VIP customers and event attendees, and upsells additional facilities and services when appropriate.

Requirements

Work experience as a Hotel Front Desk Agent, Receptionist, or in a similar role.
Experience with hotel reservations software.
Understanding of how travel planning websites operate.
Customer service attitude.
Excellent communication and organizational skills.

Nice To Haves

Experience with hotel reservations software such as StayPMS and Onity Key Solutions.
Familiarity with travel planning websites such as Expedia, Booking.com, and TripAdvisor.
A degree in hotel management.

Responsibilities

Perform all check-in and check-out tasks.
Manage online and phone reservations.
Inform customers about payment methods and verify their credit card data.
Register guests by collecting necessary information, such as contact details and exact stay dates.
Welcome guests upon arrival and assign rooms.
Provide information about the hotel, available rooms, rates, and amenities.
Respond to clients’ complaints in a timely and professional manner.
Liaise with housekeeping staff to ensure rooms are clean, tidy, and fully furnished to accommodate guests’ needs.
Confirm group reservations and arrange personalized services for VIP customers and event attendees, such as wedding guests.
Upsell additional facilities and services when appropriate.
Maintain updated records of bookings and payments.