Job Summary:
The Front Desk Agent is the first point of contact for guests and is responsible for creating a welcoming and positive first impression. This role includes greeting guests, managing check-ins and check-outs, handling reservations, and providing excellent customer service to ensure guest satisfaction throughout their stay.
Key Responsibilities:
Greet and welcome guests in a friendly and professional manner.
Check guests in and out efficiently, verifying identification, payment methods, and room assignments.
Manage reservations and cancellations through the hotel’s booking system.
Answer phone calls and respond to emails promptly and courteously.
Provide information about hotel amenities, local attractions, and directions.
Handle guest requests, complaints, and issues with professionalism and empathy.
Process payments, post charges, and balance daily transactions.
Maintain an organized front desk area and ensure accurate record-keeping.
Coordinate with housekeeping and maintenance staff to ensure rooms are ready for guest arrivals.
Follow hotel policies and security procedures at all times.
Qualifications:
High school diploma or equivalent; hospitality or customer service experience preferred.
Proficiency in hotel management software (e.g., OPERA, Cloudbeds, or similar) is a plus.
Strong communication, interpersonal, and problem-solving skills.
Ability to multitask and remain calm under pressure.
Professional appearance and demeanor.
Flexible availability, including weekends, holidays, and evenings.
Physical Requirements:
Ability to stand for extended periods.
Light lifting (up to 25 lbs) as needed.
Work Environment:
Fast-paced, guest-focused hotel environment requiring professionalism and attention to detail.