Front Desk Agent

Position Purpose

Responsible for providing exceptional guest service for all hotel guests. Handles registration, room assignments, check‑out and cashiering in a friendly, professional manner to encourage repeat business. Makes and confirms reservations with the guest.

• Upholds the hotel’s commitment to exceptional guest service.
• Makes and confirms reservations.
• Completes guest transactions by processing payments in cash or credit card.
• Demonstrates working relationship and communication skills conducive to a professional and friendly work environment with all departments.
• Resolves and/or refers to management all guest requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service. Does not exceed realm of specified authority.
• Registers guests, assigns rooms and keys. Accommodates special requests whenever possible.
• Begins each shift by signing in, reading and initialing the logbook, posted memos, meeting minutes, etc.
• Acts as the Front Desk Supervisor in the absence of the Hotel Manager and Front Desk Supervisor.
• Understands and is familiar with room status, availability, room rates, locations, room types, and package elements.
• Coordinates room status updates with housekeeping by notifying of all late check‑outs, room moves, early check‑ins, stay‑overs, special requests, etc.
• Is familiar with and follows proper procedure for noise/disturbance complaints and informs Hotel Manager or Front Desk Supervisor of all complaints.
• Knows how to use front office equipment.
• Obtains hotel bank and keeps it balanced.
• Posts appropriate charges and credits to guests’ account.
• Uses proper verbal etiquette, is friendly, uses name recognition, and makes eye contact with all guests.
• Follows security procedures when issuing guest room keys.
• Knows and adheres to all cash handling and credit card policies and procedures.
• Follows proper procedure for issuing and closing guests safety deposit boxes.
• Uses proper mail, package, and message handling procedures.
• Maintains clear and concise communication with Hotel Manager or Front Desk Supervisor throughout each shift.
• Attends and positively contributes to all scheduled meetings and training sessions.
• Encourages and demonstrates positive morale characteristics.
• Maintains a neat and clean appearance of the front desk and other work areas at all times.
• Adheres to all department and hotel policies outlined in the employee handbook.
• Performs and assists with other duties and responsibilities set forth by the Front Desk Supervisor, Hotel Manager, and Hotel Director.
• Provides constructive input to foster process improvement within the department.
• Maintains confidential information that is received in verbal, written, and electronic media. Limits access to information on a job‑related, need‑to‑know basis.

• High School Diploma or GED Certificate required.
• 1 year of experience working in a customer service environment required.
• Experience with Micros, and Opera preferred.
• Clerical/administrative experience required.
• Excellent organizational, verbal, interpersonal, and customer relations skills.
• Basic computer skills in Microsoft Word, Excel and Outlook.
• Ability to handle multiple priorities and tasks at once.
• Able to follow verbal as well as written instructions.
• 18 years of age or older.
• Maintain a neat, clean, and well‑groomed appearance at all times (specific standards available).

• Entry level

• Full-time

• Other

• Restaurants