Job Summary The Front Desk Agent is the primary point of contact for hotel guests and represents the property's first and lasting impression. This role handles guest arrivals and departures, manages reservations, processes payments, answers inquiries, resolves issues, and coordinates with other departments (housekeeping, maintenance, food & beverage) to ensure a smooth, welcoming stay. The position operates in a fast-paced, guest-facing environment that often includes evenings, weekends, holidays, and rotating shifts. Key Responsibilities Greet and welcome guests warmly upon arrival; process check-ins by verifying reservations/identification, assigning rooms, issuing keys/cards, and explaining hotel amenities, policies, and local information.

Handle check-outs efficiently:

prepare and present guest folios, process payments (cash, credit/debit, or other methods), resolve billing questions, and ensure accurate account settlement.

Manage reservations:

create, modify, cancel, and confirm bookings via phone, email, online systems, or in person; monitor room availability and inventory. Answer multi-line phones, emails, and in-person inquiries about rates, room types, amenities, services, local attractions, transportation, and restaurant recommendations. Process payments, post charges (room, incidental, etc.), handle cash accurately, and reconcile the cash drawer or shift reports at the end of each shift. Address guest requests, special needs, and complaints promptly and professionally; escalate complex issues to management when needed and follow service recovery procedures. Coordinate with housekeeping on room readiness, early arrivals, late departures, and special requests; communicate maintenance or engineering issues and follow up on resolution. Provide concierge-style assistance and upsell additional services or room upgrades when appropriate. Maintain accurate records in the property management system (PMS); protect guest privacy and confidential information. Keep the front desk area clean, organized, and professional; follow all safety, security, and emergency procedures. Support other departments or perform light administrative tasks (reports, filing, message delivery) as needed. Required Qualifications High school diploma or equivalent (GED). Previous customer service experience (hospitality, retail, restaurant, or similar preferred; hotel experience is a strong plus). Basic computer proficiency and comfort with property management systems (PMS such as Opera, Cloudbeds, or similar), multi-line phones, and standard office software. Strong verbal and written communication skills; ability to remain calm, professional, and friendly under pressure. Basic math and cash-handling accuracy. Ability to work flexible shifts, including nights, weekends, and holidays. Professional appearance and positive, service-oriented attitude. Preferred Qualifications Prior hotel front desk or front office experience. Experience with wyndham is plus Familiarity with online travel agencies (OTAs) and reservation platforms. Multilingual skills. Experience with upselling or sales techniques. Skills and Competencies Excellent customer service and interpersonal skills. Problem-solving and conflict resolution ability. Attention to detail and organizational skills. Multitasking in a busy environment. Team collaboration and clear communication with other departments. Empathy and patience with tired or frustrated guests. Work Environment and Physical Demands Fast-paced lobby/front office setting with frequent standing, walking, and guest interaction. May involve prolonged periods of standing and occasional light lifting (packages, luggage assistance). Shift work is standard; some properties require night audit duties. This role is entry-level to intermediate and serves as a common entry point into hotel operations, with opportunities to advance into Front Office Supervisor, Assistant Front Office Manager, or other hospitality management positions. Requirements and exact duties can vary by property type (budget, midscale, full-service, luxury, or boutique) and brand standards.

Pay:

$14.00 - $18.00 per hour

Benefits:

Employee discount Flexible schedule Referral program

Work Location:

In person