Front Desk Agent, Hotel Guest Services
Overview
You will own the guest experience at a 221-room full-service hotel, handling check-in, check-out, and service recovery for a steady flow of travelers. You will work alongside Housekeeping, Maintenance, and Sales, coordinating room status and requests in real time. Opera or OnQ skills help you start strong. Every shift you will balance speed and care, turning routine stays into repeat visits. This role offers hotel room discounts and a clear path to Front Desk Manager.
What You'll Do9
- 1Confirm reservations, assign rooms, and accommodate special requests during check-in for up to 100+ guests daily.
- 2Process check-outs, upgrades, and payment transactions using PMS software like Opera or OnQ.
- 3Coordinate with Housekeeping to update room status reports and ensure clean room availability.
- 4Log and escalate maintenance issues through the Maintenance team to keep rooms guest-ready.
- 5Resolve guest complaints with empowered service recovery, escalating only when needed.
- 6Maintain cash drawer accuracy and follow credit-check procedures for all payment types.
- 7Answer phone calls, provide directions, and log guest requests or issues in the PMS.
- 8Solicit guest feedback through comment cards and conversations, then share insights with the Front Desk Manager.
- 9Complete shift logs, reports, and reservation documentation for the Front Desk team.
Requirements7
- 11+ years of front desk or customer service experience in a hotel or related setting.
- 2High school diploma or equivalent.
- 3Proficiency with PMS software like Opera, OnQ, or PEP preferred.
- 4Strong communication and problem-solving skills for guest interactions.
- 5Ability to multitask and stay organized during peak check-in hours.
- 6Flexible schedule including nights, weekends, and holidays.
- 7Positive attitude and hospitality mindset, maintaining a welcoming environment at all times.
Salary Insight
$17k per year
Location
Required Skills
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