Front Office Agent

A Front Office Agent (or Front Desk Agent) is the primary point of contact for hotel guests, responsible for delivering exceptional customer service, managing check-ins/check-outs, handling reservations, and processing payments. They act as the "face" of the hotel, resolving guest complaints, providing information on local attractions, and coordinating with housekeeping.

Key Responsibilities

• Guest Services: Welcoming guests warmly, managing check-ins/check-outs efficiently, and providing concierge-level information.
• Reservations & Billing: Handling room bookings, cancellations, processing credit cards, and balancing cash drawers.
• Communication: Answering phone calls, handling emails, and acting as the central communication point between guests and staff (housekeeping, maintenance).
• Problem-Solving: Addressing guest complaints and issues promptly to ensure satisfaction.
• Security & Administration: Maintaining key control procedures, verifying guest identification, and updating room status.
  
  

Required Qualifications & Skills

• Customer Service: Strong interpersonal skills to provide a welcoming atmosphere.
• Communication: Excellent verbal and written skills for handling guest inquiries.
• Technical Skills: Proficiency with Property Management Systems (PMS) and basic computer skills.
• Multitasking: Ability to work in a fast-paced environment, often standing for long periods (up to 8 hours).
• Flexibility: Willingness to work weekends, holidays, and rotating shifts.
  
  

Physical Requirements

• Must be able to stand for long periods, walk, sit, and potentially lift up to 10–30 lbs.
  
  

Typical Qualifications

• High school diploma or equivalent (often preferred).
• Previous experience in customer service or hospitality is strongly preferred.
  
  

WHO ARE WE

Freehand is on a journey. Appropriate, given that we're an accommodation brand. The journey began in London, swung through a heap of European capitals on its way to dominating the world. No biggie. Fast Company named us one of the top 50 most innovative global companies. We, of course, agree. And now this top 50 most innovative global company (did we mention that?) wants a pretty awesome Front Office team member for Freehand Los Angeles.

Our spaces are safe and seriously social, in the proudest part of the beating heart of the cities we love. Cultural action, creative pulse and an outstanding way to waste some of the finite time the universe has given you - that's what Freehand offers. Holds true for staff and visitors equally, and while chic design is always the backdrop, every Freehand in every destination reflects the unique beat of that city's heart.

BEING YOURSELF is the key to bringing the Freehand story and brand to life.

Our Employee Benefits

• Birthday holiday in addition to your yearly holiday allocation
• Employee Bounty Program providing opportunities to earn up to £1,000 for new hire referrals with no cap on number of referrals made
• Company contribution towards gym membership fees for all eligible employees
  
  

- Ideas Award - Quarterly award to double pay for 1 month to employee with most valuable suggestion/feedback

• Employer funded life assurance at two times base salary to cover death in service lump sum payments
• Employer funded income protection to cover 50% of base salary to cover prolonged absence from work due to incapacity
• 2 free nights’ accommodation across any hostels (subject to availability)
• Reduced room rates for staff as well as friends and family members (we operate in 15 locations across Europe & US so your next holiday is sorted)
• Social events and celebrations calendar
• Various employee recognition schemes
• Online learning tools
  
  

SO YOU THINK THIS MIGHT BE YOU?

That's cool. Send us your application in English. If you’ve got questions call us, or check https://freehandhotels.com/