Front Desk Agent

Front Desk Agent

Moline, IL, US

Salary Range: $15.00 To $18.00 Hourly

Accountability

The Front Desk Agent plays an integral role in ensuring the smooth and efficient operations of our hospitality establishment. As a Front Desk Agent, you will be at the forefront of guest interactions, contributing to their overall experience and satisfaction. Your attention to detail, customer service skills, and ability to multitask are essential to the success of our team. The Front Desk Agent is a key ambassador of the hotel and is responsible for creating a positive first impression for guests.

They play a vital role in ensuring a pleasant stay by providing exceptional customer service and assistance throughout a guest's visit.

Reporting Manager The Front Office Manager, Assistant General Manager, or General Manager

FLSA Designation Non-Exempt

• Guest Check‑In and Check‑Out:
  Greet guests warmly, process check‑ins, and provide room keys. Assist with check‑out procedures, including settling bills and ensuring a smooth departure experience.
• Reservations:
  Manage room reservations, including taking bookings over the phone, online, or in person. Ensure accuracy and timely confirmation of reservations.
• Customer Service:
  Provide outstanding customer service by addressing guest inquiries, concerns, and requests promptly and professionally. Provide information about hotel amenities, local attractions, and services.
• Room Assignments:
  Assign rooms to guests, taking into consideration guest preferences and room availability. Ensure the correct room type and rate are assigned.
• Payments and Billing:
  Handle guest payments, process credit card transactions, and maintain accurate billing records. Resolve any billing discrepancies or issues.
• Key Control:
  Maintain control of room keys and ensure they are securely stored and issued to the correct guests.
• Safety and Security:
  Monitor the hotel's security system and be prepared to respond to emergency situations. Follow security procedures and report suspicious activity.
• Luggage Assistance:
  Assist guests with their luggage, especially during check‑in and check‑out. Offer guidance on parking, amenities, and local services.
• Concierge Services:
  Act as a concierge by arranging transportation, making restaurant reservations, and providing information on local events and attractions.
• Front Desk Operations:
  Keep the front desk area organized and well‑maintained. Manage administrative tasks, including filing, faxing, and email communication.
• Cash Handling:
  Handle cash transactions, maintain a balanced cash drawer, and complete daily financial reports and receipts accurately.
• Other duties as assigned and participation in department meetings; maintain open communication with colleagues.

• Strong organizational skills with the ability to manage tasks and prioritize work.
• Good physical stamina; ability to lift, carry, push, and pull up to 35 lbs, and to perform tasks such as lifting and bending.
• Ability to work effectively in a fast‑paced, dynamic environment.
• Excellent communication skills, both verbal and written.
• Strong attention to detail and ability to multitask.
• Proficiency with computer systems and hotel management software for reservations and guest information.
• Ability to handle challenging situations with diplomacy and tact.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Character traits: independent, assertive, self‑confident, data‑driven, introspective, deliberate, organized, entrepreneurial, and growth‑oriented mindset.

• Guest satisfaction exceeds brand standards in every interaction.
• Adherence to property and room preparation, welcoming environment, and cleaning and sanitization protocols.

High school diploma or equivalent (additional hospitality education is a plus). Previous experience in customer service, hospitality, or front desk roles preferred. Proficiency in reservation systems and hotel software required.

Lift, carry, push, and pull up to 35 lbs.

N/A

On‑site work at the hotel property.

Equal Employment Opportunity Statement Employee benefit and Equal Opportunity statements may be included here as per local requirements.