Front Desk Agent

Department:

Front Office Reports To:

Front Office Manager Job Summary The Front Desk Agent serves as the primary point of contact for guests and represents the hotel throughout all stages of the guest experience. This role is responsible for delivering exceptional customer service while efficiently managing reservations, check-ins, and check-outs. In addition to operational duties, the Front Desk Agent plays a key role in driving revenue through proactive sales, upselling, and prospecting efforts. This includes identifying guest needs, promoting hotel services, and capturing potential business opportunities. Key Responsibilities Guest Services & Operations Greet and register guests promptly, assigning rooms based on availability and guest preferences Accommodate special requests whenever possible to enhance the guest experience Verify payment methods and follow all credit and cash-handling procedures Process guest check-outs, ensuring all charges are accurate and posted correctly Maintain accurate room status and coordinate closely with housekeeping on room readiness Communicate maintenance needs to engineering and follow up for timely resolution Handle guest inquiries, concerns, and complaints with professionalism and urgency Maintain organized records including room keys, guest information etc. Reservations & Systems Assist with pre-registration and room blocking for upcoming arrivals as applicable Manage same-day and future reservations, including modifications and cancellations Maintain working knowledge of all front office systems and equipment Ensure accurate documentation and communication through logs and internal systems Sales & Revenue Generation Utilize suggestive selling techniques to maximize room revenue and occupancy Promote upgrades, premium room types, and hotel amenities at check-in Identify opportunities to extend guest stays or secure repeat business Maintain knowledge of current promotions, rates, and packages Capture guest contact information for future marketing and relationship building Prospecting & Business Development Identify potential business travelers, groups, and corporate accounts during guest interactions Engage guests in conversation to uncover travel patterns and future lodging needs Collect and document leads for the sales team (e.g., company name, travel frequency, contact details) Promote the hotel's meeting space, amenities, and services to prospective clients Support sales initiatives by referring qualified leads and opportunities to management Assist with maintaining a database of repeat guests and corporate prospects Communication & Teamwork Maintain effective communication with all departments including housekeeping, maintenance, and management Read and update pass-on logs and stay informed of daily hotel activities Attend departmental meetings and training sessions as required Report unusual occurrences or guest issues to management immediately Safety & Compliance Follow all hotel safety, security, and emergency procedures Ensure compliance with company policies and standards Maintain cleanliness and organization of the front desk area Competencies Strong interpersonal and communication skills Customer service and problem-solving abilities Sales-minded with a proactive approach to revenue generation Attention to detail and organizational skills Ability to multitask in a fast-paced environment Basic computer and technology proficiency

Qualifications Education:

High school diploma or equivalent required

Experience:

Previous hotel or customer service experience preferred

Physical Requirements:

Ability to stand, walk, and sit for extended periods Frequent use of hands for typing, writing, and handling equipment Occasional lifting of up to 40 pounds Requires visual acuity and hearing ability Additional Expectations Maintain a professional appearance and demeanor at all times Be flexible with scheduling, including nights, weekends, and holidays Perform additional duties as assigned by management Support a positive team environment and contribute to overall hotel success

Pay:

$12.00 - $14.00 per hour

Work Location:

In person