Front Desk Agent / Night Auditor

Department: Guest Services

Reports To: General Manager

Location: Property Level 

Position Overview

The Front Desk Agent serves as the first point of contact for guests, ensuring an exceptional arrival and departure experience. This position upholds the Hotels’ commitment to hospitality excellence by delivering professional, friendly, and efficient service that embodies our brand values of ownership, accountability, and guest-first culture.

Key Responsibilities

Guest Experience

•  Greet all guests with warmth and professionalism upon arrival and departure.

• Perform check-in and check-out procedures efficiently, accurately, and in accordance with brand and Sagemont Hotels standards.

• Ensure guest satisfaction by anticipating needs and resolving issues promptly with empathy and discretion.

• Promote hotel amenities, local attractions, and Sagemont programs to enhance the guest experience.

• Handle all guest complaints or concerns professionally, escalating as needed to the Front Desk Manager or General Manager.

Reservations & Financial Transactions

• Manage room assignments, rate verifications, and payment authorizations accurately in the Property Management System (PMS).

•  Balance all front desk cash, credit, and room charge transactions in compliance with accounting policies.

•  Assist with same-day reservations, group check-ins, and modifications as needed.

Communication & Coordination

• Maintain clear communication with housekeeping, maintenance, and management regarding room status, guest requests, and VIP arrivals.

•  Document all key guest interactions, incidents, and shift details in the Front Desk Log per Hotels SOP.

• Respond promptly to calls, emails, and internal messages using approved communication systems.

Compliance & Brand Standards

•  Adhere to all Hotels policies, brand training, and safety procedures.

•  Maintain a clean, organized, and professional front desk workspace at all times.

• Uphold confidentiality of guest and company information in accordance with data privacy laws and brand policies.

Qualifications

•  High school diploma or equivalent required; college coursework in hospitality preferred.

• Minimum 1 year of front desk or customer service experience (hotel experience strongly preferred).

• Proficiency with PMS systems (Hilton OnQ, Marriott FOSSE, Choice ChoiceADVANTAGE, or IHG Opera Cloud preferred).

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

•  Ability to multitask in a fast-paced environment while maintaining composure and professionalism.

Work Environment & Schedule

• This position requires flexible availability, including nights, weekends, and holidays.

•  Standing for extended periods and occasional lifting up to 25 pounds may be required.

• Uniform and appearance standards must be maintained at all times per the Hotels policy.

Values Alignment

At our Hotel, every team member plays a vital role in our mission to Soar to Success. As a Front Desk Agent, you are the guest’s first impression — the Ground Control of our hospitality experience — ensuring every arrival and departure is smooth, memorable, and consistent with our Wings of Excellence standards.