About This Role
The Hotel Front Desk Agent provides a warm, professional, and efficient welcome to hotel guests. This role manages check-in, check-out, reservations, guest inquiries, and payments, ensuring a positive guest experience throughout their stay.
Responsibilities
- Greet and welcome guests in a friendly, professional, and courteous manner
- Handle guest check-in and check-out procedures efficiently and accurately
- Verify guest information, identification, reservations, and payment details
- Process room reservations, cancellations, modifications, and walk-in bookings
- Provide accurate information regarding hotel facilities, services, room types, rates, and local attractions
- Respond promptly to guest requests, questions, and concerns
- Handle guest complaints professionally and escalate issues to the Front Office Manager when required
- Manage cash, credit card, and other payment transactions accurately
- Maintain accurate guest records and update the hotel’s Property Management System (PMS)
- Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to fulfill guest requests
- Monitor room availability and assist with room allocation and upgrades when authorized
- Maintain proper records of daily transactions, guest requests, and front desk activities
- Answer and direct telephone calls and respond to guest emails or other inquiries
- Ensure the front desk and reception area remain clean, organized, and presentable
- Follow hotel policies, procedures, security standards, and guest privacy requirements
- Assist with luggage, transportation arrangements, wake-up calls, and other guest services when required
- Promote hotel services, facilities, packages, and upselling opportunities where appropriate
- Complete shift handovers and communicate important guest information to the incoming team
- Perform other duties assigned by the Front Office Manager or hotel management
Requirements
- High school diploma or equivalent
- 1–3 years of experience as a Front Desk Agent, Receptionist, Guest Service Agent, or similar hotel position
- Previous experience in a hotel or hospitality environment is highly preferred
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Professional, pleasant, and well-groomed personality
- Ability to remain calm and professional when handling difficult guests or stressful situations
- Good computer skills and familiarity with hotel PMS software
- Basic knowledge of cash handling and payment procedures
