What are the responsibilities and job description for the Front Desk Agent position at Porches Inn?
Job Purpose:
As the first and last impression of the guest experience, the Front Desk Agent plays a vital role in setting the tone for hospitality with warmth, professionalism, and care. This role is more than checking guests in and out—it’s about creating meaningful connections, resolving needs with grace, and delivering seamless service that reflects our unique sense of place. The Front Desk Agent is central to the smooth operation of the hotel, ensuring that every guest feels welcomed, informed, and genuinely cared for throughout their stay.
Essential Duties and Responsibilities:
- Warmly welcome guests upon arrival, ensuring a smooth, professional check-in experience while conveying key information about the hotel, amenities, and surrounding area.
- Manage guest departures with efficiency and grace, handling check-out, billing, and transportation coordination as needed.
- Respond promptly and empathetically to guest questions, requests, and concerns in person, by phone, and via email—striving to exceed expectations at every interaction.
- Accurately manage reservations, room assignments, and updates in the property management system (PMS), ensuring smooth transitions between guests and departments.
- Maintain a deep knowledge of the hotel, amenities, local area, and upcoming events in order to make thoughtful, personalized recommendations.
- Collaborate with housekeeping, maintenance, and food & beverage teams to fulfill guest requests and ensure seamless service delivery.
- Manage daily front desk operations including handling cash, processing credit card transactions, balancing the cash drawer, and reconciling shift reports.
- Uphold front desk cleanliness, organization, and hospitality standards at all times.
- Perform any and all other duties as requested by management in support of hotel operations.
Education & Experience:
- High school diploma or equivalent required.
- Previous front desk or hospitality experience preferred.
- Familiarity with PMS (Property Management System) software a plus.
- Strong attention to detail and ability to work at a productive pace without sacrificing quality.
- Self-motivated and able to work effectively both independently and as part of a team.
Professional Characteristics:
- Positive, service-oriented mindset with a natural ability to make guests feel welcome.
- Excellent communication and interpersonal skills.
- Punctual, dependable, and proactive in maintaining cleanliness standards.
- Approachable and team-oriented with a willingness to assist across departments as needed.
- Takes initiative and follows through on assignments with minimal supervision.
- Able to prioritize tasks and manage time efficiently in a fast-paced environment.
Physical Requirements:
- Must be able to stand for extended periods.
- Ability to lift up to 25 lbs occasionally.
- Must be able to perform repetitive tasks and handle guest luggage when needed.
Work Authorization: Must be eligible to work in the United States.
EEO Statement: Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.
Main Street Hospitality Values:
- We are kind to one another
- We embrace change
- We invest in community
- We act with integrity
- We take responsibility for our actions
I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in the job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.
- Serve as the hotel’s primary point of contact for guests, handling check-in/check-out, reservations, guest inquiries, and billing while delivering friendly, professional service to ensure positive guest experiences and repeat business.
Key responsibilities:
- Greet guests, manage check-in/check-out procedures, issue room keys, and process payments.
- Handle reservations and room assignments (phone, email, and property management system).
- Respond to guest requests, complaints, and inquiries; coordinate with housekeeping, maintenance, and other departments to resolve issues.
- Maintain accurate guest records, billing, and shift reports; follow cash-handling and security procedures.
- Provide local information, directions, and concierge assistance as needed.
- Monitor arrivals/departures, room availability, and assist with upsells and promotions.
- Ensure compliance with hotel policies, safety, and privacy standards.
- Basic bar knowledge is required
- This position will mainly cover PM shifts and occasionally AM or overnight shifts.
Essential skills:
- Excellent verbal and written communication and customer-service orientation.
- Strong organization, multitasking, problem-solving, and time-management skills.
- Basic math and cash-handling accuracy; familiarity with property management and POS systems.
- Professional appearance, positive attitude, and ability to remain calm under pressure.
- Flexibility for rotating shifts, nights, weekends, and holidays.
Typical qualifications:
- High school diploma or equivalent; hospitality or customer-service experience preferred.
- Prior front desk, hotel, or guest-service experience often required for higher-tier properties.
- Language skills and knowledge of the local area are advantages.
Performance goals:
- Deliver efficient, accurate service with high guest satisfaction scores.
- Minimize billing and reservation errors; promote revenue through upsells.
- Maintain timely communication and coordination across departments.