Front Desk Agent in Nashville, Tennessee at Fairlane Hotel

Hotel Front Desk Agent – Job Description

Position Summary: The Hotel Front Desk Agent serves as the first point of contact for guests, ensuring a welcoming and efficient experience from check-in to check-out. This role involves handling guest inquiries, managing reservations, processing payments, and resolving any issues that may arise during a guest’s stay. The Front Desk Agent represents the hotel’s brand through professional communication, attention to detail, and commitment to exceptional customer service.

Key Responsibilities:
-Greet guests warmly and perform check-in/check-out procedures accurately and efficiently.
-Manage reservations through hotel software systems (e.g., Opera, PMS, OnQ, etc.).
-Answer and transfer phone calls; respond promptly to guest inquiries and requests.
-Verify guest identification, payment methods, and room assignments.
-Handle billing, cash, credit card, and room charge transactions responsibly.
-Provide information about hotel amenities, local attractions, and directions.
-Communicate with housekeeping and maintenance to ensure room readiness and issue resolution.
-Address guest complaints calmly and professionally, escalating as needed to management.
-Maintain accurate records of room availability, special requests, and incidents.
-Ensure the front desk area is clean, organized, and presentable at all times.
-Follow all hotel policies, procedures, and safety regulations.

Skills and Qualifications:
-Excellent communication and interpersonal skills.
-Strong problem-solving abilities and attention to detail.
-Proficiency in hotel management systems and Microsoft Office Suite.
-Ability to multitask and remain composed under pressure.
-Professional appearance and demeanor.
-Flexibility to work varying shifts, including weekends and holidays.
-High school diploma or equivalent; hospitality or customer service experience preferred.

Core Competencies:
-Customer Service Excellence
-Team Collaboration
-Time Management
-Accuracy and Accountability
-Conflict Resolution
-Professionalism