Hotel Front Desk Agent

Job Description

Title: Front Desk Agent

Location: Hotel Royal, Long Beach, CA

Job Type: Part-Time - On Call

Reports To: Manager, Assistant Manager

Overview We are a warmly run, family-owned boutique hotel dedicated to delivering personalized, memorable experiences. As a Front Desk Agent, you are the welcoming face of our property, responsible for creating a genuine, first-class guest experience from arrival through departure. You will combine professional hospitality with a personal touch that reflects our family ethos and intimate, boutique atmosphere.

Key Responsibilities Guest Reception and Check-In/Check-Out

Welcome guests with a friendly, professional demeanor and assist with check-in and check-out using the property management system (PMS).

Verify guest reservations, collect payment, issue room keys, and provide accurate information about local attractions, dining options, and hotel services.

Manage late arrivals, early arrivals, and express check-in/out when appropriate, ensuring a seamless guest experience.

Uphold security and privacy by following proper ID verification, handling of credit cards, and safeguarding guest information.

Guest Services and Concierge

Anticipate guest needs and respond promptly to requests for information, directions, transportation, and special arrangements.

Assist guests with luggage, parcel handling, wake-up calls, and room changes when necessary.

Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and ensure rooms are ready for occupancy.

Provide local recommendations for dining, events, tours, and activities aligned with guest preferences.

Reservations and Communication

Manage room reservations via the PMS, online travel agencies (OTAs), and phone/email inquiries.

Update and maintain accurate availability calendars; upsell upgrades and add-ons when appropriate.

Communicate guest preferences, special requests, and VIP notes to relevant departments to personalize stays.

Administrative and Operational Duties

Maintain a clean, organized, and welcoming front desk area, lobby, and public spaces.

Process guest folios, invoices, and payments; handle cash drawer with accuracy and accountability.

Prepare daily reports, audits, and reconciliations; ensure accuracy of room rates and charges.

Manage and respond to guest feedback, reviews, and inquiries in a timely and professional manner.

Brand and Service Standards

Represent the hotel’s family-owned ethos by delivering warm, personalized, and respectful service.

Maintain brand standards, dress code, and professional appearance at all times.

Uphold safety and security protocols, including emergency procedures and incident reporting.

Cleanliness

Maintain cleanliness and sanitary conditions in the lobby, front desk work area, business center, and, as needed, the community kitchen and surrounding public spaces.

Wipe down surfaces, sanitize high-touch areas, organize supplies, and ensure trash/recycling are properly managed.

Report maintenance or safety hazards promptly and coordinate with housekeeping for deep cleaning schedules when required.

Ensure guest-facing areas reflect a welcoming, orderly appearance at all times.

Communication and Teamwork

Effectively communicate with all departments to ensure a seamless guest experience.

Collaborate with management to identify opportunities for service improvements and guest delight.

Participate in pre-shift and post-shift briefings to stay informed about events, occupancy, and any special notes.

Problem Solving and Conflict Management

Handle guest concerns, complaints, and conflicts with tact, empathy, and a sense of urgency.

Escalate issues to supervisors when necessary and document resolutions in the guest profile or PMS.

Qualifications

High school diploma or equivalent; hospitality or customer service certification preferred.

Minimum 1 year of front desk, guest services, or hospitality experience (hotel experience preferred; boutique hotels a plus).

Proficiency with property management systems (PMS) and reservation platforms; familiarity with OTAs is a plus.

Basic bookkeeping and cash handling skills; ability to prepare simple reports.

Strong computer skills (MS Office or Google Workspace) and comfortable with technology.

Excellent communication and interpersonal skills; fluent in [languages as needed].

Positive attitude, reliability, punctuality, and a genuine hospitality mindset.

Knowledge of Downtown Long Beach, including restaurants, transit (Metro), attractions, and activities; ability to provide accurate, current recommendations to guests.

Ability to multi-task, remain calm under pressure, and adapt to changing guest needs.

Availability to work varied shifts, including weekends, holidays, and evenings as required.

Physical Requirements

Ability to stand for extended periods and assist guests with luggage when needed.

Lift/move up to 50 pounds; navigate stairs if applicable.

Flexible schedule to accommodate hotel occupancy patterns.

Preferred Qualifications

Experience in a family-owned or boutique hotel environment.

Basic knowledge of local languages to assist international guests.

Working Conditions

Fast-paced, guest-focused environment with a warm, intimate atmosphere.

Exposure to various weather conditions when assisting guests outdoors (valet, shuttle, etc., if applicable).

Compensation

Competitive hourly wage or base pay plus service charges/tips where applicable.

How to Apply

Please submit your resume and a brief cover letter detailing your hospitality experience and why you’d be a good fit for our family-owned boutique hotel.

Include references or letters of recommendation if available.

Part-time