Front Desk Agent

Position: Front Desk Agent

Reports To: Front Office Leadership / Assistant General Manager / General Manager

Position Summary: The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

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Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

● Greet and welcome guests upon arrival, ensuring a warm and positive first impression.

● Register guests into the hotel’s system, verifying reservation details, address, and payment information.

● Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.

● Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.

● Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.

● Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.

● Answer telephone calls courteously, providing accurate information and service.

● Handle reservations with efficiency and accuracy.

● Assist guests with luggage upon arrival and departure.

● Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.

● Manage guest requests for laundry, messages, wake-up calls, mail, and faxes.

● Be aware of and prepare for incoming VIP guests.

● Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.

● Exhibit a positive and cooperative attitude as part of the team.

● Communicate effectively with coworkers and contribute to a supportive work environment.

● Handle and account for keys properly.

● Understand and adhere to emergency procedures and security policies.

● Ensure the confidentiality and protection of guest room numbers.

● Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.

● Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

● Strong verbal and written communication skills.

● Basic computer skills.

● Knowledge of the hotel, its services, and the surrounding area.

● Ability to stand for extended periods, up to 8 hours.

● Ability to lift up to 15 lbs on occasion.

● Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.