Front Desk Agent

The Front Desk Agent serves as a primary point of contact for hotel guests, delivering friendly, professional, and efficient service throughout their stay. This position manages reservations, room availability, guest transactions, and inquiries while coordinating with other departments to ensure guest needs are met and hotel services are effectively promoted.

• Process hotel reservations, cancellations, check-ins, and check-outs accurately and efficiently.
• Communicate room rates, availability, hotel policies, and information about resort amenities and local attractions.
• Answer incoming telephone calls promptly, direct calls appropriately, and assist callers with questions and requests.
• Process cash, credit card, and other payment transactions accurately.
• Provide courteous, professional, and responsive service to guests, addressing questions and requests in a timely manner.
• Coordinate with Housekeeping, Group Sales, VIP Services, and other departments to support guest needs and satisfaction.
• Promote hotel, casino, and resort services, amenities, and facilities.
• Maintain accurate reservation records and guest information in the hotel computer system.
• Follow established procedures for reservations, payments, guest services, and workplace safety.
• Perform other job-related duties as assigned.

• High School Diploma or General Education Degree (GED) required.
• Minimum of one month of guest service experience.
• Basic written communication, verbal communication, and computer skills.
• Working knowledge of Microsoft Office products.
• Strong customer service, active listening, and interpersonal skills.
• Attention to detail and the ability to process reservations, payments, and guest information accurately.
• Ability to handle cash and credit card transactions responsibly.
• Demonstrated accountability, initiative, adaptability, and a commitment to service excellence.
• Ability to work collaboratively with team members and other departments.
• Ability to maintain focus and manage multiple tasks in a fast-paced environment.
• Ability to work varied shifts, including weekends and holidays, as needed.
• Ability to stand for extended periods and lift objects weighing up to 50 pounds.
• Ability to work in a variety of settings, including climate-controlled offices and casino floors with exposure to secondhand smoke and crowd noise.