FRONT DESK ASSOCIATE

Front Desk Agent – Job Description

Reporting Structure

Reports to: Front Office Manager and General Manager

Requirements

• High school diploma or equivalent required.

• Ability to speak and communicate fluently in English.

• Ability to stand for extended periods of time behind the front desk and in front office areas.

• Ability to lift and carry items weighing up to 50 pounds.

• Comfortable handling various objects, hotel products, and computer equipment.

• Must be flexible and willing to work weekends, holidays, and varying shifts as needed.

General Responsibilities

• Provide prompt, friendly, courteous, and professional guest service at all times.

• Perform guest check-in and check-out procedures efficiently and professionally.

• Serve as Manager on Duty (MOD) when scheduled.

Specific Responsibilities

• Register arriving guests, issue room keys, and provide information regarding hotel services, room locations, and local attractions.

• Answer telephone calls in a prompt, courteous, and professional manner.

• Promote and upsell room types and hotel services when possible to maximize hotel revenue.

• Maintain proficiency in the Property Management System (PMS).

• Complete all required brand training and maintain familiarity with brand standards and requirements through the Brand Portal.

• Maintain a strong understanding of hotel operating procedures and policies.

• Accurately process cash, credit card transactions, and other forms of payment according to established procedures.

• Perform administrative tasks such as data entry, reporting, document scanning, and record maintenance.

• Address guest complaints and requests professionally and take appropriate service recovery actions to ensure guest satisfaction.

• Assist with additional duties as assigned, including:

  • Guest room tours

  • Special guest request

  • Lobby cleaning and organization

  • Preparing reports and documentation

• Record and document all relevant events and incidents in the communication log.

• Ensure the lobby and public areas, including the breakfast area, are clean, organized, and presentable.

• Follow procedures that protect the safety, security, and privacy of guests and employees.

• Operate all front desk equipment efficiently, including credit card machines, copiers, and fax machines.

• Maintain complete knowledge of room types, rate plans, and hotel offerings.

• Understand and follow the hotel’s franchise policies regarding guaranteed reservations and no-shows.

• Process reservation modifications and cancellations accurately.

• Promote a positive environment by being courteous, friendly, and helpful to guests, managers, and colleagues.

• Encourage teamwork and quality service through clear communication and coordination with other departments.

• Maintain schedule flexibility and be willing to work any assigned shift.

Preferred Attributes

• Strong communication and interpersonal skills

• Friendly and approachable personality

• Ability to work well as part of a team-oriented environment

• Attentive and active listener

• Professional appearance and grooming

• Ability to give praise openly and provide feedback constructively