Hotel Front Desk Agent

Reports To: Front Office Manager and General Manager

Requirements

• High school diploma or equivalent.

• Fluent English required; bilingual English/Spanish preferred.

• Strong computer, typing, and technology skills.

• Ability to stand for extended periods and lift or carry up to 50 pounds.

• Willingness to work weekends, holidays, and all shifts, including overnight.

• Flexibility to work at two different hotel locations on different days as scheduled.

• Willingness to cover shifts when other employees call out, including short-notice coverage when needed.

• Overnight shifts require breakfast preparation and setup.

• Dependable, punctual, professional, and willing to learn.

General Responsibilities

• Provide friendly, courteous, and professional guest service at all times.

• Perform guest check-in and check-out accurately and efficiently.

• Handle guest requests and complaints professionally and resolve issues appropriately.

• Promote teamwork, guest satisfaction, and smooth hotel operations.

Specific Responsibilities

• Register guests, issue room keys, answer phones, and provide hotel and local area information.

• Process reservations, cancellations, modifications, and cash and credit card transactions accurately.

• Maintain proficiency in the Property Management System (PMS), front office equipment, and required brand training.

• Perform administrative duties, including data entry, reporting, and communication logs.

• Maintain clean, organized, and welcoming lobby and breakfast areas.

• Assist with breakfast preparation, meeting room setup, guest requests, and other duties as assigned.

• Follow hotel policies and procedures to protect guest privacy, safety, and security.

• Maintain knowledge of room types, rates, reservation policies, and hotel operating procedures.

• Work cooperatively with management, coworkers, and other departments at both hotel locations.

Optimum Attributes

• Excellent communication and customer service skills.

• Humble, respectful, friendly, and genuinely guest-service-oriented.

• Dependable, flexible, and willing to help wherever needed.

• Positive attitude, professional appearance, and strong teamwork skills.

• Receptive to feedback and committed to continuous improvement.

Performance Standards

Performance evaluations will consider guest satisfaction, reliability, attendance, teamwork, flexibility, professionalism, and contributions to hotel goals.