Job Description

The Front Desk Agent delivers exceptional guest service by managing check‑ins, check‑outs, reservations, and guest inquiries with professionalism and efficiency. This role maintains awareness of hotel occupancy, processes financial transactions accurately, assists with luggage and coat check needs, and supports PBX operations as required. The Front Desk Agent ensures a welcoming, organized, and service‑focused environment for all guests and team members.

• Provide superior guest service by greeting guests warmly, responding to inquiries, and resolving concerns with professionalism and courtesy.

• Register guests during check‑in and check‑out, ensuring accurate collection of credit, identification, and required information while safeguarding confidential data.

• Maintain awareness of hotel occupancy, room availability, and special events to support efficient operations.

• Answer telephones promptly and courteously; assist PBX with incoming calls as needed.

• Prepare daily cash reports, balance payments and disbursements, and follow all cash‑handling procedures.

• Record sundry sales in Micros, process payments, and provide correct change.

• Assist with periodic inventories and maintain accurate documentation.

• Accept, confirm, and modify reservations while following established procedures.

• Assist guests with luggage handling, storage, and retrieval as needed.

• Ensure the safety and security of guests, team members, and property assets.

• Maintain a clean, organized, and professional front desk and lobby environment.

• Demonstrate thorough knowledge of special events, promotions, and property amenities to assist guests effectively.

• Complete all required company training within designated timeframes.

• Perform night audit duties when assigned, including balancing accounts, preparing reports, posting room and tax, and closing the business day.

• Perform additional duties or special assignments as required.

• High school diploma or GED preferred.

• Ability to read, write, and understand simple instructions.

• Strong verbal communication skills and basic math proficiency.

• Ability to operate a computer, multi‑line switchboard, reservation systems (CMS, LMS), Micros terminal, credit card machine, and standard office equipment.

• Ability to work under frequent time pressure in a fast‑paced, interruptive environment.

• Ability to maintain punctuality and work a flexible schedule including nights, weekends, and holidays.

• Ability to work independently while maintaining accuracy and attention to detail.

ADDITIONAL REQUIREMENTS

• Ability to stand for extended periods (approximately 90% of shift) and walk as needed.

• Ability to lift up to 75 pounds (luggage) and push/pull up to 150 pounds (luggage cart).

• Ability to work in environments with noise, varied temperatures, dust, and fumes.

• Ability to safely use elevators, stairs, and front desk equipment.

• Ability to use a keyboard and monitor for extended periods.

• Compliance with all company policies, safety procedures, and regulatory requirements.