Front Desk Agent in Wichita, Kansas at Zenith Group Management Inc

Position: Front Desk Agent
Department: Front Office
Reports to: Front Desk Manager
Employment Status: Full-time
Schedule: Weekend and holiday availability is required. Shifts are assigned based on the hotel’s operational needs.

Benefits and Paid Time Off

• Health benefits: Eligibility to participate in company-sponsored medical, dental, and vision plans after 30 days of employment, subject to applicable plan terms and enrollment requirements.

• Employer contribution: $400 employer contribution toward health insurance premiums.

• Additional benefits: Opportunity to elect retirement contributions and supplemental benefits, subject to applicable eligibility and enrollment requirements.

• Paid time off: 10 days (80 hours) of unvested PTO available after 90 days of employment. Scheduling and use are subject to the company’s PTO policy and approval procedures.

Position Purpose

The Front Desk Agent creates a welcoming, professional, and efficient experience for guests from their first inquiry through departure. This position manages reservations, check-in and check-out, guest inquiries, and payment transactions while providing accurate information and timely service.

Working closely with the Front Desk Manager, housekeeping, maintenance, and other hotel staff, the Front Desk Agent helps resolve guest concerns, maintain accurate records, and support daily hotel operations. Success requires strong communication, attention to detail, sound judgment, and consistent follow-through.

Key Responsibilities

Guest Service and Communication

• Welcome and acknowledge guests promptly, maintaining a friendly, professional, and respectful manner.

• Respond to telephone, electronic, and in-person inquiries regarding reservations, room availability, rates, amenities, hotel policies, and local attractions.

• Listen carefully to guest questions and concerns, clarify their needs, and provide accurate information and appropriate assistance.

• Resolve routine concerns within established hotel policies and the position’s authority. Promptly escalate unresolved concerns or requests requiring additional approval to the Front Desk Manager or designated manager on duty.

• Record guest requests, communicate them to the appropriate department, and follow up to confirm completion.

• Maintain current knowledge of hotel services, promotions, group arrivals, special events, and relevant activities in the surrounding area.

• Provide helpful information about directions, transportation, dining, and local services without making commitments on behalf of outside providers.

• Receive, document, and distribute guest messages, mail, packages, and faxes, as applicable, following hotel procedures.

• Participate in guest service initiatives and use feedback to improve service.

Reservations and Front Desk Operations

• Create, modify, and cancel reservations accurately using the hotel’s reservation and property management systems.

• Explain room options, rates, taxes, deposits, cancellation terms, and other applicable charges clearly before confirming reservations.

• Recommend available upgrades, packages, and additional services that meet guest needs, using approved rates and promotions.

• Review expected arrivals, departures, room availability, special requests, and shift notes at the beginning of each shift.

• Complete check-in procedures, including verifying identification and reservation details, obtaining required payment authorization, assigning available rooms, and issuing keys.

• Explain relevant hotel amenities, service hours, policies, and check-out procedures to arriving guests.

• Coordinate with housekeeping to confirm room readiness and communicate priority arrivals, departures, room changes, and special requests.

• Complete check-out procedures, review charges with guests, process payments, provide receipts, and update room status promptly.

• Operate the hotel telephone system, route calls accurately, and arrange wake-up calls or other telephone services when offered.

• Follow established backup procedures during system interruptions and promptly notify management of technical issues.

• Complete assigned shift checklists, reports, and documentation accurately and on time.

Payments and Guest Accounts

• Accurately post room charges, payments, deposits, and other authorized transactions to guest accounts.

• Review accounts for missing or incorrect charges and address discrepancies before check-out whenever possible.

• Follow established cash handling, payment processing, and financial security procedures.

• Safeguard the assigned cash bank and maintain accountability for funds throughout the shift.

• Count and reconcile the assigned cash bank and payment activity according to hotel procedures.

• Promptly report shortages, overages, disputed charges, payment concerns, or other discrepancies to the Front Desk Manager or designated manager on duty.

• Obtain required approval before issuing refunds, discounts, credits, complimentary accommodations, or other adjustments.

• Protect payment information and use only approved systems and methods to process and document transactions.

Cleanliness, Safety, and Guest Privacy

• Maintain a clean, organized, and adequately stocked front desk and assigned guest service areas.

• Complete assigned light cleaning and supply checks, and notify the appropriate department when additional cleaning or maintenance is needed.

• Protect guest information, reservation details, room numbers, and hotel records from unauthorized disclosure.

• Follow identity verification and key control procedures before issuing replacement keys or providing access to guest rooms.

• Promptly report safety hazards, suspicious activity, maintenance concerns, and incidents.

• Know the hotel’s emergency procedures and follow established instructions for contacting management, security, or emergency services.

• Document incidents accurately and promptly according to hotel procedures.

• Receive, secure, and document lost-and-found items according to hotel policy.

Teamwork and Shift Coordination

• Maintain clear and accurate shift notes, logs, and records of unresolved guest requests, incidents, and operational concerns.

• Provide a thorough handoff to the incoming shift, identifying outstanding tasks and matters requiring immediate attention.

• Communicate respectfully and effectively with housekeeping, maintenance, management, and other team members.

• Arrive on time and ready to work, follow attendance and scheduling procedures, and promptly communicate attendance concerns.

• Follow hotel appearance, uniform, and professional conduct standards.

• Participate in required meetings and training.

• Assist with training new front desk employees when assigned and appropriately trained to do so.

• Perform other related duties assigned by management to support guest service and hotel operations.

Required Skills and Qualifications

• Strong verbal and written communication skills and a courteous, service-focused approach.