Job Title: Front Desk Receptionist
Department: Guest Services
FLSA Status: Non-Exempt

SUMMARY:
The Front Desk Receptionist serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth and welcoming check-in and check-out experience. This role is responsible for managing reservations, handling guest inquiries, and maintaining the front desk’s professional appearance and operation. The ideal candidate is friendly, detail-oriented, and thrives in a hospitality-driven environment.

RESPONSIBILITIES:

• Greet guests warmly and professionally upon arrival and departure.
• Check guests in and out using the property’s reservation and payment systems.
• Handle room reservations, cancellations, and modifications with accuracy and efficiency.
• Answer phone calls and respond to emails regarding guest inquiries, hotel services, and local area information.
• Address guest concerns or complaints promptly and escalate to management when needed.
• Maintain a clean, organized, and welcoming front desk and lobby area.
• Coordinate with housekeeping and maintenance teams to ensure guest satisfaction.
• Process payments, issue room keys, and maintain accurate guest records.
• Monitor lobby traffic and maintain security awareness.
• Assist with administrative tasks as needed by management.

QUALIFICATIONS:

• Previous experience in a front desk, administrative, or customer service role preferred.
• Experience in the hospitality industry is a plus.
• Proficiency with hotel PMS systems (e.g., OPERA, Maestro, or similar) is preferred.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to multi-task in a fast-paced environment and stay calm under pressure.
• Professional appearance and demeanor.
• Flexible schedule, including availability for weekends, evenings, and holidays.

EDUCATION:

• High school diploma or equivalent required.
• Coursework or certifications in hospitality or customer service is a plus.

LANGUAGE SKILLS:

• Strong verbal and written communication skills in English. Spanish or other languages are a plus.

REASONING ABILITY:

• Ability to assess guest needs and provide appropriate solutions.
• Strong organizational skills and attention to detail.
• Ability to handle confidential information with discretion.

PHYSICAL DEMANDS:

• Stand for extended periods.
• Walk, bend, reach, and lift items up to 25 pounds.
• Use a computer, telephone, and other office equipment frequently.

WORK ENVIRONMENT:
This position is performed primarily in the hotel’s front lobby and office areas. The environment may be fast-paced and involve high guest interaction. Noise levels are generally moderate but may increase during peak check-in/out times or events.

We are an EEO Company that provides a competitive salary and comprehensive benefits package to all full-time regular Employees. The above job description outlines the primary duties and qualifications for this position. The company reserves the right to modify, add, or remove duties as needed. Employment is at-will and may be terminated with or without cause or notice.