Front Desk

Position Summary:

The Front Desk Agent serves as the first point of contact for our guests, providing warm, efficient, and professional service throughout the guest’s stay. This role involves handling check-ins and check-outs, answering questions, resolving issues, and creating a welcoming environment that reflects the standards of our hotel.

Key Responsibilities:

• Greet all guests with a warm, sincere welcome and assist them with check-in and check-out processes.

• Provide information about the hotel, available rooms, rates, and amenities.

• Accurately manage room reservations and cancellations using the hotel’s property management system (PMS).

• Handle guest requests, inquiries, and complaints promptly and professionally, following service recovery procedures when needed.

• Ensure the front desk area remains clean, organized, and presentable at all times.

• Process payments, post charges, and maintain accurate records of transactions.

• Coordinate with housekeeping and maintenance teams to ensure rooms are ready and guest needs are met.

• Promote upgrades and upsell premium room types when appropriate.

• Monitor security and safety of the lobby area and follow emergency procedures if necessary.

• Maintain thorough knowledge of all hotel policies, procedures, and services.

• Document guest feedback, concerns, and resolutions in the complaint file.

• Perform shift closing duties, including balancing cash drawers and completing reports.

Qualifications:

• High school diploma or equivalent required; hospitality or customer service experience preferred

• Friendly, professional demeanor with strong communication and interpersonal skills

• Ability to multitask, stay calm under pressure, and adapt to changing situations

• Proficient with computers and basic office software; experience with PMS (Opera, Cloudbeds, etc.) is a plus

• Must be reliable, punctual, and maintain a professional appearance

• Able to work flexible hours, including weekends and holidays