Front Desk Agent

About the Role:

The Front Desk Agent serves as the primary point of contact for guests at our accommodation facility, ensuring a welcoming and efficient check-in and check-out experience. This role is pivotal in creating a positive first impression and maintaining high standards of customer service throughout the guest's stay. The Front Desk Agent manages reservations, processes payments, and addresses guest inquiries and concerns promptly and professionally. Additionally, this position involves coordinating with other departments to fulfill guest requests and resolve any issues that may arise. Ultimately, the Front Desk Agent contributes significantly to guest satisfaction and the overall reputation of the establishment.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service role, preferably in hospitality or accommodation services.
• Basic computer skills and familiarity with reservation and property management systems.
• Strong communication skills in English, both verbal and written.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience using hotel management software such as Opera, Maestro, Fosse or similar platforms.
• Additional language proficiency beyond English.
• Certification in hospitality or customer service training.
• Knowledge of local area attractions and transportation services.
• Demonstrated ability to handle cash and financial transactions accurately.

Responsibilities:

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Manage guest check-in and check-out processes efficiently using property management software.
• Handle reservations, cancellations, and modifications accurately and promptly.
• Respond to guest inquiries, requests, and complaints in a courteous and timely manner.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Process payments, issue receipts, and maintain accurate records of transactions.
• Maintain the cleanliness and organization of the front desk area.
• Provide information about hotel services, local attractions, and transportation options.
• Ensure compliance with all safety, security, and privacy policies.

Skills:

The Front Desk Agent utilizes strong interpersonal and communication skills daily to engage with guests and address their needs effectively. Organizational skills are essential for managing reservations, maintaining accurate records, and coordinating with other departments to ensure seamless service delivery. Problem-solving abilities are frequently applied when resolving guest complaints or unexpected situations to maintain guest satisfaction. Proficiency with property management software and basic computer applications enables efficient handling of check-in/check-out processes and payment transactions. Multitasking and time management skills are critical to balancing various responsibilities during busy periods while maintaining a professional and welcoming environment.