Job Summary
The Front Desk Agent greets and registers guests, provides courteous service, manages guest accounts, and ensures each visitor enjoys an exceptional stay. This role requires professionalism, strong communication, and the ability to resolve guest concerns promptly while upholding hotel standards.
Essential Responsibilities
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Welcome guests warmly and complete registration/check-in process.
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Assign rooms based on guest needs, issue keys, and process payment methods.
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Handle cash transactions, vouchers, credit card authorizations, and room charges.
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Provide accurate information about hotel amenities, services, and local attractions.
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Answer phones promptly, relay messages, and manage guest requests.
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Assist with guest complaints and resolve issues calmly and effectively.
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Check out guests efficiently, ensuring satisfaction and proper account closure.
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Maintain cleanliness and order in the front desk and service areas.
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Follow safety, security, and emergency procedures.
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Support teammates and perform other duties as assigned by management.
Knowledge, Skills & Abilities
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High school diploma or equivalent (preferred).
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Prior hospitality or customer service experience preferred but not required.
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Strong English communication skills (verbal and written).
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Patience, tact, and diplomacy in handling guest interactions.
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Computer literacy with the ability to input and retrieve information.
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Basic math skills and ability to use a calculator for transactions.
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Ability to remain calm during emergencies or high guest volume.
Physical Demands
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Stand and walk for 95% of shift.
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Lift up to 25 lbs occasionally.
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Frequent talking, hearing, seeing, and smiling.
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Occasional bending, stooping, and reaching.