Front Desk

Description

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.

• •Greet and welcome guests upon arrival with a friendly and professional demeanor.
• •Perform accurate check-in and check-out procedures.
• •Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions.
• •Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.
• •Resolve guest complaints promptly and effectively, escalating issues when necessary.
• •Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled.
• •Maintain lobby and front desk area cleanliness and organization.
• •Follow security procedures, monitor guest access, and report any suspicious activity.
• •Assist with reservations, cancellations, and modifications.
• •Promote hotel services and amenities to enhance guest satisfaction.
• •Some properties may require driving hotel shuttle or guest cars to support valet service.

Requirements

Requirements:

• •High school diploma or equivalent; hospitality or customer service training preferred.
• •Previous experience in a front desk, reception, or customer service role desirable.
• •Strong communication, problem-solving, and interpersonal skills.
• •Proficiency with computers and reservation/property management systems (PMS experience a plus).
• •Ability to remain calm and professional under pressure.
• •Flexible schedule availability, including evenings, weekends, and holidays.
• •Some locations may require a Drivers’ License and insurability to operate company vehicles
• •Bilingual skills are a plus.

Physical Requirements:

• •Ability to stand for extended periods (up to 8 hours).
• •Frequent use of hands and arms for typing, phone handling, and guest interactions.
• •Occasionally lift or carry items up to 25 pounds (luggage or supplies).
• •Ability to bend, stoop, and reach as required.
• •Clear verbal communication and professional appearance at all times.