Job Title: Front Desk Agent

Department: Front Office

Reports To: Front Office Manager

FLSA Status: Non-Exempt

SUMMARY:

The Front Desk Agent provides superior guest services including check-in/check-out of hotel guests courteously and efficiently; processes all payments according to established hotel requirements; provides information and services to any guest or visitor in a friendly and professional manner.

RESPONSIBILITIES:

• Welcome and greet guests as they arrive and check them into their rooms.
• Answer phone calls and respond to guest inquiries.
• Handle guest complaints and resolve issues in a timely and professional manner informing and/or involving management if needed.
• Process payments and maintain accurate guest records.
• Balance cash drawer by counting cash at the beginning and end of work shift.
• Monitor lobby and work area to determine customer flow.
• Know all essential aspects of our business operations.
• Assist guests with luggage and other requests when necessary.
• Coordinate with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly.
• Maintain a clean and organized front desk area.
• Provide information about hotel amenities, local attractions, and restaurants.
• Upsell hotel services and amenities to guests.
• Ensure guest satisfaction throughout their stay.
• Work collaboratively with other staff, managers, and resources.
• Perform any other duties requested by Management.

This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

• Greet visitors warmly and professionally as they enter the building.
• Provide accurate information about amenity locations.
• Answer questions and direct guests to the appropriate location within the hotel.
• Maintain the lobby area by ensuring it is clean, organized, and presentable always.
• Handle inquiries from visitors in a friendly and professional manner.
• Coordinate with facilities or maintenance teams for any issues related to the lobby or building.
• Promote a positive company image through exceptional customer service and professionalism.

QUALIFICATIONS:

• Proven experience (preferred) a minimum of 1 year as a Front Desk Agent or in a similar role, preferably in the hospitality industry.
• Knowledge of reservation and front desk systems.
• Good problem-solving skills
• Strong customer service skills.
• Excellent communication skills.
• Ability to multi-task.
• flexibility to work different shifts, including weekends and holidays.

EDUCATION:

• High School degree, GED or Equivalent.

LANGUAGE SKILLS:

• Excellent verbal communication skills in English and Spanish (preferred).

REASONING ABILITY:

• Excellent verbal communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergency situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods standing at the front desk and working on a computer or walking/sitting.
• Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the employee must frequently inspect inside and outside areas of the property location and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add, or remove duties and other duties, as necessary.

The candidate for this position is an at-will employee and subject to termination with or without cause or notice.