Position Summary

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service throughout the guest experience. This role is responsible for efficiently managing check-ins and check-outs, handling reservations, and responding to guest needs with professionalism and care to ensure a seamless and enjoyable stay. This role is ideal for someone who thrives in a fast-paced environment and enjoys working with people.

Key Responsibilities

• Greet guests with a warm and professional demeanor
• Complete guest check-ins and check-outs efficiently and accurately
• Verify guest identity and reservation details
• Handle cash, credit card transactions, and balance a cash drawer
• Answer and direct incoming phone calls
• Assist guests with questions about the hotel and surrounding area
• Resolve guest concerns and provide effective service recovery
• Complete assigned side work in a timely manner
• Restock market and front desk supplies as needed
• Maintain clear and consistent communication with other departments

Qualification & Skills

• Strong communication and interpersonal skills
• Outgoing personality with a positive attitude
• Excellent problem-solving abilities
• Ability to multitask in a fast-paced environment
• Strong attention to detail and follow-up skills
• Team-oriented mindset
• Basic computer proficiency
• Self-motivated and proactive, always thinking ahead
• Previous front desk or customer service experience preferred, but not required
• Prompt and regular attendance is required
• Flexibility to work varying schedules based on business needs
• Ability to lift, carry, push, and pull up to 50 pounds

Core Competencies

· Attention to Detail: Consistently delivers thorough and accurate work

· Reliability: Demonstrates dependability and strong work ethic

· Guest Focus: Understands the importance of guest satisfaction

· Team Collaboration: Works effectively with supervisors and peers

· Adaptability: Handles changing priorities and workload demands

Work Environment and Physical Requirements

• Must be available to work flexible schedules, including evenings, weekends, and holidays
• Position requires standing for extended periods and interacting with guests regularly
• Ability to stand for up to 8-hour shifts