Front Desk Agent (225-625)

The Front Desk Agent is a key member of the hospitality team, acting as the first point of contact for guests and visitors. This position involves a wide array of duties, focusing primarily on delivering exceptional customer service. As a Front Desk Agent, you will be responsible for greeting guests with a warm welcome, managing check-in and check-out procedures, handling inquiries and complaints efficiently, and ensuring a pleasant guest experience. Your role is crucial in setting the tone for guests’ overall experience, reflecting the hotel’s brand with professionalism and courtesy. Strong interpersonal skills, attention to detail, and the ability to manage multiple tasks simultaneously are essential for success in this role.

Responsibilities

• Greet and welcome guests and visitors with a friendly demeanor upon arrival.
• Manage the check-in and check-out process efficiently to minimize guest wait times.
• Handle guest inquiries and provide information about hotel services and amenities.
• Resolve guest complaints and issues promptly, ensuring a satisfactory resolution.
• Coordinate with housekeeping and maintenance to facilitate guest requests and repairs.
• Maintain accurate records of guest accounts and room bookings in the system.
• Process payments and manage the cash register accurately during shifts.
• Communicate effectively with other hotel departments to ensure guest satisfaction.
• Manage reservations and accommodate room changes as necessary for guests.
• Ensure front desk operations follow hotel policies and procedures at all times.
• Assist in the training of new front desk staff and share best practices.
• Stay informed about local attractions and events to provide guests with recommendations.

Requirements

• High school diploma or equivalent; hospitality degree is advantageous.
• Proven experience in a similar front desk or customer service role.
• Strong communication and interpersonal skills for effective guest interaction.
• Proficiency in using hotel management software and MS Office applications.
• Excellent problem-solving abilities with a customer-focused approach.
• Ability to handle cash transactions accurately and manage a cash register.
• Must be able to work flexible shifts, including nights, weekends, and holidays.