Job Description

Job Title: Front Desk Agent

Reports To: Front Desk Manager / General Manager

Job Summary:
The Front Desk Agent is the first point of contact for hotel guests and plays a key role in creating a welcoming and professional guest experience. This position is responsible for handling check-ins, check-outs, reservations, and guest inquiries while ensuring a high level of customer service.

Key Responsibilities:

• Greet guests warmly upon arrival and provide efficient check-in and check-out service.

• Manage reservations, cancellations, and modifications through the hotel's property management system (PMS).

• Answer and direct incoming calls in a courteous and professional manner.

• Respond promptly to guest inquiries, requests, and complaints, ensuring satisfaction.

• Provide information about hotel services, amenities, and local attractions.

• Maintain accurate records of guest accounts, payments, and billing.

• Coordinate with housekeeping and maintenance to ensure rooms are clean and ready for guests.

• Uphold security by verifying guest identification, handling room keys properly, and monitoring access.

• Follow hotel policies and procedures, including cash handling and credit card security.

• Assist with administrative tasks as needed by management.

Qualifications:

• High school diploma or equivalent required; hospitality or related coursework preferred.

• Previous hotel or customer service experience preferred but not required.

• Strong communication and interpersonal skills.

• Ability to multitask and work under pressure in a fast-paced environment.

• Proficiency with computers and hotel reservation systems (training provided if necessary).

• Professional appearance and positive attitude.

Physical Requirements:

• Ability to stand for extended periods of time.

• Occasional lifting of up to 25 lbs.

• Flexible schedule, including evenings, weekends, and holidays.

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