Full job description

The Front Desk Agent is responsible for providing excellent guest service while managing the check-in and check-out process. This position serves as the first point of contact for guests and plays a key role in creating a positive and welcoming hotel experience.

Key Responsibilities

• Greeting guests in a friendly and professional manner upon arrival and departure.
• Check guests in and out of the hotel using the Property Management System (PMS).
• Verify reservations, assign rooms, and issue room keys.
• Handle guest payments, process credit cards, and maintain accurate billing records.
• Respond to guest questions, concerns, and requests promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Answer and direct phone calls while maintaining a professional phone presence.
• Coordinate with housekeeping to ensure rooms are ready for arriving guests.
• Report on maintenance or safety concerns to the appropriate department.
• Maintain an organized and clean front desk and lobby area.

Daily Tasks

• Process guest check-ins and check-outs
• Manage reservations and room assignments
• Answer phone calls and respond to guest inquiries
• Handle guest payments and billing adjustments
• Communicate with housekeeping regarding room status
• Assist guests with special requests or service needs
• Monitor lobby activity and ensure a welcoming environment

Skills and Qualifications

• Strong customer service and communication skills
• Ability to multitask in a fast-paced environment
• Attention to detail and accuracy with guest information and billing
• Basic computer and property management system knowledge (such as Opera or FOSSE)
• Professional appearance and positive attitude
• Ability to work flexible schedules including evenings, weekends, and holidays
• Previous hotel or customer service experience preferred but not required

Additional Duties

• Assist with breakfast setup or monitoring (select-service hotels)
• Support guest loyalty program enrollments
• Prepare daily reports and shift summaries
• Assist with guest requests such as wake-up calls, directions, or transportation
• Must be available to work weekends & holidays