Front Desk Agent (225-726)

The Front Desk Agent is a crucial role within the hospitality industry, acting as the first point of contact for guests. This professional is responsible for ensuring guest satisfaction from check-in to check-out, handling reservations, inquiries, and offering information and services requested by guests. Working at the front desk, the agent is instrumental in creating a positive first impression and setting the tone for the guest’s entire stay. They are often considered the face of the hotel, providing guests with warm welcomes, professional service, and acting as a liaison between guests and various departments within the hotel. A Front Desk Agent must be detail-oriented, possess excellent communication skills, and have a strong disposition for customer service to ensure a welcoming environment where guests' needs are met promptly and efficiently.

Responsibilities

• Greet guests warmly and check them into the hotel accurately and efficiently.
• Answer guest inquiries regarding hotel services, facilities, and local attractions.
• Manage guest reservations efficiently, ensuring accuracy and confirmation of details.
• Handle guest complaints and concerns professionally, resolving issues promptly.
• Provide guests with personalized service to enhance their stay experience.
• Maintain an organized and presentable front desk area at all times.
• Coordinate with housekeeping and maintenance staff to address guest requests and issues.
• Process guest payments, ensuring proper billing and cashiering protocols are followed.
• Maintain accurate records of guest transactions, both online and in person.
• Assist with concierge services, offering recommendations and making arrangements as needed.
• Ensure hotel security by verifying guest identity and controlling access to rooms.
• Deliver messages and packages to guests promptly and with attention to detail.

Requirements

• High school diploma or equivalent; hospitality certification is a plus.
• Strong communication skills with proficiency in English; additional languages advantageous.
• Previous experience in a front desk or customer service role is desirable.
• Proficiency with front office computer systems and hotel management software.
• Ability to handle stressful situations and resolve issues amicably.
• Excellent organizational skills with attention to detail and multitasking ability.
• Availability to work flexible hours, including evenings, weekends, and holidays.