Hotel Front Desk Agent

McKibbon Hospitality•Tallahassee, FL

12d

About The Position

The Front Desk Agent is often the first point of contact for hotel guests and helps shape their impression of the property. The role calls for a warm, approachable manner and a genuine interest in working with people. Agents engage with guests in a welcoming, professional, and efficient manner, meet their needs, and work to exceed expectations while maintaining a strong commitment to service. They remain calm and hospitable in challenging situations and uphold McKibbon’s Guiding Principles. The agent handles guest relations and front desk operations, including check-ins, guest requests, complaint resolution, wake-up calls, and communication of relevant guest information to other departments. The position also involves coordinating with housekeeping on room-status discrepancies. Agents train in Food and Beverage operations and provide coverage as needed. Shifts vary by hotel and may be morning/afternoon (6 a.m.–2 p.m. or 7 a.m.–3 p.m.) or afternoon/evening (2 p.m.–10 p.m. or 3 p.m.–11 p.m.). The employer describes benefits and perks that vary by full- or part-time employment and by position. Full-time associates are offered medical, dental, and vision coverage, life and pet insurance, short- and long-term disability coverage, paid time off and holidays, and tuition assistance. All associates are offered a 401(k) savings plan with 50% matching up to 10% of compensation, an associate referral program, training and career-development opportunities (vary by position), fundraising matching funds, team volunteer opportunities, 24/7 chaplain services, and hotel-rate discounts. Competitive compensation with incentives is also offered, with incentives varying by position. Applicable state-specific holiday, vacation, or benefit requirements apply.

Requirements

Previous experience as a front desk agent or in a similar role.
High school diploma or equivalent vocational training certificate.
Proficiency with computers.
Basic math skills.
Ability to provide excellent customer service and maintain a professional demeanor.
Ability to enter and access information in a property management system and/or point-of-sale system.
Strong listening skills and ability to understand and address concerns raised by workers, clients, and guests.
Attentive, friendly, helpful, and courteous manner with clients, guests, and associates.
Commitment to McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.
Punctuality for all shifts.

Nice To Haves

Experience working at a hotel establishment is highly desired.
Strong verbal and written communication skills.
Ability to create a fun and supportive working environment.

Responsibilities

Anticipate guests’ needs, respond promptly, and acknowledge guests in a timely manner.
Maintain positive guest relations.
Resolve guest complaints and ensure guest satisfaction.
Maintain knowledge of hotel features and services, operating hours, room rates, packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Process guest check-ins and verify registration information with guests.
Handle overbooked or walked guests.
Accept and record wake-up call requests.
Communicate pertinent guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Resolve room-status-report discrepancies with housekeeping.
Train in Food and Beverage operations and provide coverage as needed.
Arrive punctually for shifts to ensure front desk coverage and guest service.

Benefits

For full-time associates: comprehensive medical, dental, and vision benefits.
For full-time associates: life insurance and pet insurance.
For full-time associates: short- and long-term disability coverage.
For full-time associates: paid time off and holidays.
For full-time associates: tuition assistance.
Competitive compensation with incentives, which vary by position.
401(k) savings plan with 50% matching up to 10% of compensation.
Associate referral program.
Brand and company training classes, workshops, and conferences for career growth and development; availability varies by position.
Fundraising matching funds program.
Team volunteer opportunities.
24/7 chaplain services.
Exclusive hotel-rate discounts.