JOB SUMMARY
A Front Desk Agent is responsible for making our guests feel welcome and setting the tone for their experience.
Front Desk Agent’s are responsible for checking guests in and out, taking reservations, inventory control, and
concierge services. The person in this role must possess good communication skills and have the ability to resolve
conflict and maintain a thorough understanding of company policies. Multitasking with high-touch clientele while
communicating clearly and concisely with your team members is key.
ESSENTIAL FUNCTIONS RESPONSIBILITIES

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos, and

verbal instruction

• Greet all guests in close proximity and make each feel important by providing a genuine welcome
• Be attentive to the entrance and aware of guests entering and exiting the building; ensure the atmosphere

is warm and inviting and work areas are clean and organized

• View reservations before arrival and create guest profiles that we can utilize to enhance their experience
• Check guests in and out of the hotel in a confident, professional, and personalized manner
• Take hotel reservations accurately and efficiently and ensure calls are answered in a timely and courteous

manner

• Maintain an accurate log of guest calls for assistance or feedback, and ensure completion of all items
• Open, secure and balance out shift banks to include the verification of all cash, credit card, and room

charge transactions during all shifts

• Maintain accuracy with all accounting and billing procedures
• Assist in the development of and implementation of special projects
• Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may

have an impact on occupancy and availability)

• Possess fluent knowledge of local restaurants, special events, city attractions, amenities, and directions.
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and

apply corrective measures when necessary

• Ensure open lines of communication with all departments and management via email, logbooks,

meetings, etc. to ensure all needs of the outlet are met

• Maintain a high level of cleanliness, sanitation, and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property and keep abreast of safety and

emergency procedures and OSHA requirements

• Be available to fill in and assist in other areas as needed to ensure the highest level of guest experience, as

directed by your supervisor

• Attend relevant meetings as directed

COMPETENCIES

• Must be able to speak, read, write and understand the primary language(s) of the workplace.
• Ability to navigate, operate, and troubleshoot computer systems and software applications.
• Ability to develop and maintain professional relationships and speak effectively before guests and groups

of co-workers.

• Effective time management and organizational skills; able to prioritize and organize work assignments and

follow through as necessary to receive expected results.

• A strong work ethic and the ability to work autonomously.

WORKING CONDITIONS

• The noise level in the work environment is usually moderate.
• The person having this responsibility may have to lift up to fifty (50) pounds daily; anything over fifty (50)

pounds is considered a two (2) person lift.

• The person having this position may have to sit, stand and/or walk, push, kneel, bend, balance, squat,

reach and stretch for eight (8) hours per day.

• The work environment characteristics described herein are representative of those an employee typically

encounters while performing the essential functions of the position. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.