Front Desk Agent
Reports To : Front Desk Manager / General Manager
Job Summary : The Front Desk Agent is the first point of contact for hotel guests and plays a key role in creating a welcoming and professional guest experience. This position is responsible for handling check-ins, check-outs, reservations, and guest inquiries while ensuring a high level of customer service.
Key Responsibilities :
- Greet guests warmly upon arrival and provide efficient check-in and check-out service.
- Manage reservations, cancellations, and modifications through the hotel's property management system (PMS).
- Answer and direct incoming calls in a courteous and professional manner.
- Respond promptly to guest inquiries, requests, and complaints, ensuring satisfaction.
- Provide information about hotel services, amenities, and local attractions.
- Maintain accurate records of guest accounts, payments, and billing.
- Coordinate with housekeeping and maintenance to ensure rooms are clean and ready for guests.
- Uphold security by verifying guest identification, handling room keys properly, and monitoring access.
- Follow hotel policies and procedures, including cash handling and credit card security.
- Assist with administrative tasks as needed by management.
Qualifications :
High school diploma or equivalent required; hospitality or related coursework preferred.Previous hotel or customer service experience preferred but not required.Strong communication and interpersonal skills.Ability to multitask and work under pressure in a fast-paced environment.Proficiency with computers and hotel reservation systems (training provided if necessary).Professional appearance and positive attitude.Physical Requirements :
Ability to stand for extended periods of time.Occasional lifting of up to 25 lbs.Flexible schedule, including evenings, weekends, and holidays.