Front Desk Agent

Position Overview

Key Job Responsibilities

• Deliver efficient, courteous, and prompt service from guest arrival through departure.
• Greet guests by name when known and escort them to their rooms when appropriate.
• Conduct in-room and hotel familiarization and assist with hotel activity inquiries.
• Maintain current knowledge of hotel information, local services, operating hours, promotions, events, and attractions.
• Monitor daily rate and occupancy levels for accurate decision-making.
• Follow front desk cashiering standards and accurately process incidental charges.
• Process accounts from check-in through check-out and accurately post incidental charges.
• Protect guest privacy by refraining from disclosing guest details.
• Collaborate with other departments to meet guest needs and expectations.
• Follow hotel policies, procedures, service standards, and environmental, health, and safety requirements.

Work Environment

• The position requires guest-facing work at a hotel front desk and throughout the property.
• The role supports guests during arrival, departure, room familiarization, and hotel activities.

Requirements

• Ability to deliver efficient, courteous, and prompt service throughout the guest journey.
• Ability to greet guests personally and escort them to their rooms when appropriate.
• Ability to explain hotel facilities, activities, local services, events, attractions, promotions, and operating hours.
• Ability to maintain awareness of daily room rate and occupancy levels.
• Ability to accurately handle incidental charges using computerized front office systems.
• Ability to process guest accounts accurately from check-in through check-out.
• Ability to protect guest privacy and refrain from disclosing guest details.
• Knowledge of hotel policies, procedures, service standards, facilities, and current events.
• Ability to follow environmental, health, and safety policies and procedures.