Lodging Front Desk Agent

Job Summary: The Front Desk Agent is responsible for checking hotel guests in and out of their rooms. They are responsible for ensuring that every single guest has an enjoyable experience at the hotel. A few of the main duties of a front desk agent are greeting guests at the front desk, answering any questions, recommending activities and restaurants to guests, and answering any phone calls.  

Job Responsibilities: 

• Registers guests and accommodates requests whenever possible 

• Handles both check-in and check-out process 

• Takes payment and resolves billing issues 

• Answer phones and respond to emails in a professional and friendly manner 

• Maintain a clean and tidy front desk 

• Answer any questions guests have 

• Make recommendations for activities and restaurants 

• Store any luggage guests have 

• Arrange transportation for guests 

• Maintain the record of guests that have checked in and out 

• Post changes to appropriate guest accounts 

• Anticipating and addressing guests needs, and resolving their problems and complaints 

• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs 

• Provide accurate and helpful information about the hotel/resort available rooms, rates, and amenities 

• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests 

• Upsell additional facilities and services, when appropriate 

• All other duties as assigned  

Education and Experience: 

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs 

• Ability to read write, speak, and communicate in basic English preferred 

• Previous customer experience preferred  

• Previous hospitality experience preferred  

Knowledge, Skills, & Abilities: 

• Detail oriented and thorough  

• Ability to remain discreet and respect the privacy of guests 

• Ability to perform consistent work to the highest of standards 

• Ability to interact with guests in a pleasant friendly way 

• Ability to operate Microsoft Office applications effectively 

• Ability to communicate clearly and professionally  

• Knowledge of the surrounding areas and attractions 

• Ability to construct professional relationships with local services 

• Familiarity with resort check in software  

• Ability to solve client issues in a friendly and timely fashion 

Physical Demands: 

• Requires frequent speaking, typing, writing, and standing 

Working Conditions: 

• Located at the front desk, at a computer and directly communicating with guests 

• Standing for 8 or more hours at a time 

• Exposure to upset guests at times