Hotel - Front Desk Agent

Job Title:

Guest Services Representative Department:

Legacy Hotel Position Summary:

Responsible for providing attentive and efficient service to hotel guests before arrival, throughout their stay, and upon departure. This role supports a memorable guest experience through exceptional service while contributing to room revenue and occupancy goals.

Key Responsibilities:

Check guests in and out, answer phones, and assist with various guest needs throughout the day Maintain daily records of room availability and rates; assist with setting and balancing the house and room assignments Review and manage guest request logs to ensure requests are executed accurately and timely Work closely with the Housekeeping Department to ensure guest rooms are ready in alignment with daily reservations Demonstrate proficiency in all Front Desk systems, including check-in, check-out, and reservations Respond to guest inquiries regarding hotel services, facilities, hours of operation, dining, transportation, and local attractions Handle guest challenges in a friendly, professional, and solution-oriented manner Ensure proper logging, handling, and delivery of guest packages, mail, and messages Maintain effective communication and teamwork with hotel staff and other departments Document incidents, maintenance issues, or guest feedback in required systems Protect confidential guest and proprietary information in accordance with company policies Other duties as assigned by management

Qualifications:

Previous experience in hotel Guest Services is preferred but not required High School diploma or equivalent Proven experience providing high-quality customer service in a hospitality, retail, or service-oriented environment Strong verbal communication and customer service skills Ability to remain calm, professional, and composed in high-pressure or fast-paced situations Effective problem-solving skills with the ability to anticipate and resolve guest issues Must be able to work with and understand financial information and data, and basic arithmetic functions Positive attitude with a collaborative, team-oriented mindset

Physical Demands and Work Environment:

Ability to lift, move, push and pull equipment or boxes in excess of 20lbs. Ability to stand or walk for duration of shift Ability to work flexible hours to include nights, weekends and holidays as needed Ability to operate office equipment such as computers