Hotel Front Desk Agent

About This Role

Serving as the face of the hotel, the Front Desk Agent is responsible for the entire guest cycle from reservation to departure. This role involves managing check-ins and check-outs, handling guest inquiries and complaints, and processing payments. The agent coordinates with housekeeping for room readiness and provides information on hotel amenities and services, managing the overall guest experience.

Responsibilities

• Efficiently manage guest arrivals and departures, create key cards, and manage the booking system
• Handle incoming calls, emails, brand portal messages, and online reservations, including changes, cancellations, and special requests
• Welcome guests, inform them about amenities and local attractions, and pass along any vital information to guests
• Process payments, verify credit card data, collect deposits, and manage billing/settlements
• Serve as the liaison with housekeeping for room readiness and maintenance for repairs
• Address guest issues promptly and professionally to ensure satisfaction
• Ensure guest safety by verifying IDs, securing keys, and enforcing hotel policies

Requirements

• Excellent verbal and written communication and interpersonal skills for guest interaction
• Ability to efficiently resolve guest complaints and issues
• Ability to manage multiple requests and bookings simultaneously
• Familiarity with Hotel Management Software (PMS)
• High empathy and a welcoming demeanor
• Ability to work early mornings, nights, weekends, and holidays