Front Desk Agent

The Front Desk Agent is the first point of contact for guests at the hotel, responsible for delivering excellent customer service and ensuring a smooth check-in/check-out experience. This role requires strong communication skills, attention to detail, and the ability to handle various guest requests and concerns in a professional and courteous manner.

Responsibilities

• Greet and welcome guests in a friendly and professional manner.
• Handle check-ins and check-outs efficiently and accurately, ensuring all guest information is entered correctly into the system.
• Answer phone calls, respond to inquiries, and provide information about the hotel’s services, amenities, and local attractions.
• Manage reservations, including booking rooms, updating guest information, and processing payments.
• Address guest concerns and complaints promptly, ensuring a positive resolution while maintaining a high level of customer satisfaction.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guest arrival and any issues are promptly addressed.
• Maintain a clean and organized front desk area.
• Process guest payments, handle cash and credit transactions, and prepare necessary reports.
• Assist with concierge services, providing recommendations for dining, transportation, and activities.
• Follow all hotel policies and procedures, including safety and security protocols.
• Perform other duties as assigned by the Front Desk Supervisor or Manager.
• Other duties assigned by the Leader.

Experience and Education

• High school diploma or equivalent required; some college coursework in hospitality or a related field is a plus.
• Previous experience in customer service, hospitality, or a front desk role preferred.
• Strong communication skills, both verbal and written.
• Proficient in Microsoft Office and hotel management software (experience with property management systems is a plus).
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent problem-solving skills and a customer-focused attitude.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Professional appearance and demeanor.