Front Desk Agent (225-1006)

The Front Desk Agent plays a critical role in creating a warm and welcoming atmosphere for guests in a hospitality environment. As the first point of contact, the Front Desk Agent ensures guests have an excellent start to their experience. This role involves handling inquiries, facilitating check-ins and check-outs, and providing essential information about the services and amenities offered. It requires excellent customer service skills, the ability to multitask, and a friendly, approachable demeanor. A successful Front Desk Agent contributes to satisfied guests by addressing their needs promptly and efficiently, thus enhancing the overall guest experience and fostering customer loyalty.

Responsibilities

• Greet and welcome guests to the hotel with a friendly and positive attitude.
• Perform check-in and check-out procedures efficiently, ensuring accuracy in guest billing.
• Answer phones and handle guest inquiries in a courteous and professional manner.
• Assist guests by providing information about hotel services, rates, and amenities.
• Maintain an organized front desk area and ensure essential supplies are available.
• Handle and resolve guest complaints promptly, escalating to management when needed.
• Coordinate with housekeeping and maintenance staff to address and report guest issues.
• Verify and process guest payments, handling cash and card transactions securely.
• Maintain accurate records of reservations and guest requests using hotel software.
• Uphold privacy and security protocols to protect guest information and hotel assets.
• Assist guests with transportation requests, directions, and appointment bookings.
• Participate in training and meetings to stay informed of hotel policies and updates.

Requirements

• High school diploma or equivalent; hospitality experience is an advantage.
• Strong communication skills, both verbal and written, for effective guest interactions.
• Excellent customer service skills with a focus on hospitality and guest satisfaction.
• Proficient in using computer systems, including Microsoft Office Suite and hotel software.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Flexibility to work various shifts, including nights, weekends, and holidays.
• Professional appearance and demeanor conducive to a hotel environment.