Front Desk Agent

Job Description

Job Description

Salary : $15.00 / hr

Position Summary

The Front Desk Agent is the first point of contact for our guests and is responsible for delivering warm, efficient, and accurate service at checkin, during the stay, and at checkout. This role handles reservations, payments, and guest inquiries, coordinates with Housekeeping and Maintenance, and ensures brand standards and hotel policies are consistently followed.

Key Responsibilities

• Welcome guests, verify IDs and payment methods, and process checkins / outs in the PMS (e.g., Opera, FOSSE, OnQ, or similar).
• Handle reservations, modifications, cancellations, and noshow procedures; maintain accurate room status and inventory.
• Answer phones and emails; resolve guest requests, complaints, and service recoveries with empathy and urgency.
• Post charges, process payments, balance the cash drawer, and follow PCI / compliance for credit card handling.
• Coordinate with Housekeeping for room readiness, rush requests, lost & found, and special amenities.
• Create and dispatch maintenance work orders; follow up on completion for guest impact issues.
• Promote hotel amenities and loyalty programs; upsell room types and packages when appropriate.
• Prepare daily reports and complete shift checklists; support Night Audit procedures as needed.
• Follow safety and security procedures, key control, incident reporting, and emergency protocols.
• Maintain a clean, organized, guestready lobby and front desk area.

Qualifications

Competencies

Physical Requirements & Work Environment