Hotel Front Desk

Description The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.

Greet and welcome guests upon arrival with a friendly and professional demeanor. Perform accurate check-in and check-out procedures. Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions. Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.

Resolve guest complaints promptly and effectively, escalating issues when necessary. Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled. Maintain lobby and front desk area cleanliness and organization. Follow security procedures, monitor guest access, and report any suspicious activity.

Assist with reservations, cancellations, and modifications. Promote hotel services and amenities to enhance guest satisfaction. Some properties may require driving hotel shuttle or guest cars to support valet service.

Requirements

High school diploma or equivalent; hospitality or customer service training preferred. Previous experience in a front desk, reception, or customer service role desirable. Strong communication, problem-solving, and interpersonal skills. Proficiency with computers and reservation/property management systems (PMS experience a plus).

Ability to remain calm and professional under pressure. Flexible schedule availability, including evenings, weekends, and holidays. Some locations may require a Drivers’ License and insurability to operate company vehicles Bilingual skills are a plus. Physical Requirements: Ability to stand for extended periods (up to 8 hours).

Frequent use of hands and arms for typing, phone handling, and guest interactions. Occasionally lift or carry items up to 25 pounds (luggage or supplies). Ability to bend, stoop, and reach as required. Clear verbal communication and professional appearance at all times.