Position Summary: The Front Desk Agent serves as the first point of contact for our guests, providing warm, efficient, and professional service throughout the guest's stay. This role involves handling check-ins and check-outs, answering questions, resolving issues, and creating a welcoming environment that reflects the standards of our hotel.
Key Responsibilities: - Greet all guests with a warm, sincere welcome and assist them with check-in and check-out processes.
- Provide information about the hotel, available rooms, rates, and amenities.
- Accurately manage room reservations and cancellations using the hotel's property management system (PMS).
- Handle guest requests, inquiries, and complaints promptly and professionally, following service recovery procedures when needed.
- Ensure the front desk area remains clean, organized, and presentable at all times.
- Process payments, post charges, and maintain accurate records of transactions.
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready and guest needs are met.
- Promote upgrades and upsell premium room types when appropriate.
- Monitor security and safety of the lobby area and follow emergency procedures if necessary.
- Maintain thorough knowledge of all hotel policies, procedures, and services.
- Document guest feedback, concerns, and resolutions in the complaint file.
- Perform shift closing duties, including balancing cash drawers and completing reports.
Qualifications: - High school diploma or equivalent required; hospitality or customer service experience preferred
- Friendly, professional demeanor with strong communication and interpersonal skills
- Ability to multitask, stay calm under pressure, and adapt to changing situations
- Proficient with computers and basic office software; experience with PMS (Opera, Cloudbeds, etc.) is a plus
- Must be reliable, punctual, and maintain a professional appearance
- Able to work flexible hours, including weekends and holidays