Job Description

Position Overview:
The Front Desk Agent is the first and last point of contact for our guests, playing a pivotal role in shaping their overall experience. This individual is responsible for providing outstanding customer service, managing guest reservations and inquiries, and ensuring a smooth and welcoming arrival and departure process. The ideal candidate is a friendly, organized, and efficient problem-solver with a passion for helping people.
Key Responsibilities:
Guest Service & Interaction:

• Greet guests immediately with a warm, friendly, and professional demeanor upon arrival.
• Complete the guest check-in and check-out process efficiently and accurately using the property management system (PMS).
• Answer guest inquiries regarding hotel services, registration, local attractions, and travel directions in a knowledgeable and helpful manner.
• Handle guest complaints with empathy, patience, and professionalism, finding swift and effective resolutions.
• Answer, screen, and forward any incoming phone calls while providing basic information as needed.

Administrative & Operational Duties:

• Maintain a neat and organized front desk area.
• Manage guest reservations, including making new reservations, modifying existing ones, and processing cancellations.
• Verify guest payment methods, handle cash and credit card transactions accurately, and maintain a balanced cash drawer.
• Issue room keys and provide information on hotel amenities and room features.
• Communicate effectively with other departments (housekeeping, maintenance, management) to address guest needs and ensure room status is updated.
• Maintain guest privacy and confidentiality by adhering to company data security policies.
• Perform other duties as assigned by management.

Qualifications and Skills:
Required:

• High school diploma or equivalent.
• Proven experience in a customer service role (hospitality experience a strong plus).
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Professional appearance and attitude.
• Basic computer proficiency and ability to learn new software (e.g., PMS, POS systems).
• Ability to work a flexible schedule, including nights, weekends, and holidays.

Preferred:

• Previous experience as a hotel front desk agent or in a similar role.
• Familiarity with common Property Management Systems (e.g., Opera, Cloudbeds, RoomKeyPMS).
• Multilingual skills are a significant advantage.

Physical Requirements:

• Must be able to stand for extended periods.
• Occasional lifting of luggage or packages up to 30 pounds.

What We Offer:

• Competitive hourly wage plus incentives.
• Comprehensive benefits package (e.g., health insurance, dental, vision) for full-time employees.
• Paid time off and holiday pay.
• Opportunities for professional development and career advancement.
• A positive and supportive team environment.
• [Optional: Hotel-specific perks like discounted stays, meals, etc.]

How to Apply:
Interested candidates are invited to submit their resume and a brief cover letter through [Application Portal, e.g., our company website, email address].
[Your Company Name] is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.