Front Desk Reservation Agent

Job Overview:

Every memorable stay begins with a warm welcome, a genuine connection, and the feeling that you are exactly where you belong. As a Front Desk and Reservations Agent, you are the face of the guest experience, creating meaningful first impressions and ensuring every arrival, interaction, and farewell reflects the highest standards of luxury hospitality.

More than being responsible for check-ins and check-outs, you are also a trusted resource for our guest’s pre-arrival by helping them select the ideal guest room experience. The reservations process may also engage you to serve as concierge, assisting the guest by answering questions about additional activities, dining options, and local area attractions.

Schedule:

• Primarily Day Shifts, although Evening Shift availability
• Weekend availability required
• Holidays

Core Duties:

This is intended to represent the key duties for this position. Responsibilities include, but are not limited to:

• Greet guests warmly upon arrival and assist with check-in and check-out procedures using property management systems (PMS) such as Opera, Oracle or similar platforms
• Handle guest inquiries efficiently via phone communication, providing information about hotel amenities, local attractions, and all services with professional phone etiquette
• Manage reservations accurately through our PMS, ensuring all guest preferences and special requests are noted and accommodated
• Address any guest concerns promptly by applying your customer service problem-solving skills to deliver personalized solutions that enhance their stay
• Maintain knowledge of hotel emergency procedures to respond swiftly and effectively during any incident or safety concern
• Ensure that all daily transactions, billing, reports are prepared accurately
• Foster excellent guest relations by delivering attentive and anticipatory service, and creating a welcoming environment that encourages repeat visits
• Addressing and resolving guests’ needs or issues, promptly escalating these issues to the Front of House Manager as needed
• Assist with taking reservations and properly booking rooms according to guests’ requests via online and phone reservations
• Coordinate with housekeeping manager and housekeeping staff to ensure all rooms are clean, tidy and ready to accommodate guests’ arrival and needs
• Maintain complete knowledge of: all hotel features, services and hours of operation; all room types, numbers, layout, décor, and location; all room rates, and promotions; daily house count and expected arrivals/departures; room availability for any given day
• Ensure that workstation remains neat and organized
• Answer department telephone within three rings, using appropriate telephone etiquette
• Perform other duties as required by Front of House Manager based on business demands

Preferred Qualifications and Skills:

• Hospitality experience is preferred
• Preference will be given to candidates with a minimum of three (3) years of room reservations and front desk experience in a luxury hotel or resort.
• Experience with hotel reservation and booking platforms preferred
• Must have experience in dealing directly with the public and general knowledge of basic customer service skills
• Must be fluent in oral and written English
• Must be able to use tact and understanding when dealing with a variety of customer service opportunities
• Must be highly organized and able to pay attention to detail, particularly when performing multiple tasks
• Ability to work cohesively with fellow colleagues as part of a team

Pay: From $23.00 per hour

Expected hours: No more than 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person