Front Desk

Job Description

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

Full-time