Front Desk Agent

Front Desk Agent

Join First Hospitality as a Front Desk Agent and be the first point of contact for our guests. Deliver exceptional service while supporting the team in a vibrant hospitality environment.

• Hotel and travel discounts worldwide
• Professional development and promotion opportunities

Guest Service Representatives are the first in‑person contact for hotel guests, supporting the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, they are engaging, attentive, service‑oriented, and take a creative approach to problem solving. The primary responsibility is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

• Welcome arriving guests and complete the hotel’s arrival/check‑in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests’ concerns.
• Maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

• 2+ years of customer service experience, preferably in hospitality or related industry.
• Previous hotel experience heavily preferred.
• High School diploma or equivalent education certificate required.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in the primary language used in the workplace.
• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday.
• Lift, lower, and maneuver up to 30 pounds occasionally.

Founded in 1985 and based in Chicago, First Hospitality is a forward‑thinking hotel development, investment, and management company. Our strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high‑performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.