Front Desk Agent

The following Core Responsibilities represent the primary duties and key priorities of this position. They are grouped into two categories: Job Functions and Professionalism and Style Expectations. A Physical Requirements section follows, outlining expectations applicable to all positions. Each responsibility is assigned a weight indicating the percentage of the job it represents. For performance evaluations, the Core Responsibilities account for 90% of the overall score, while the Professionalism and Style Expectations make up the remaining 10%. Job Function Guest Services and Front Office Operations Greet and welcome guests in a professional and courteous manner upon arrival and departure. Complete guest check-ins and check-outs efficiently and accurately. Respond to guest inquiries, requests, and concerns promptly to ensure guest satisfaction. Maintain knowledge of hotel services, amenities, policies, and local area information. Handle reservations, room assignments, and payment processing in accordance with hotel procedures. Ensure proper verification of guest identification and payment methods. Maintain accurate guest records within the Property Management System (PMS). Communicate effectively with housekeeping, maintenance, and other departments regarding guest needs and room status. Resolve guest service issues in a professional and timely manner, escalating when necessary. Follow all standard operating procedures related to front desk operations. Ensure confidentiality of guest and hotel information. Maintain a clean and organized front desk and lobby area. Assist with answering phones and directing calls appropriately. Follow all hotel policies and procedures. Attend all required meetings and trainings. Assist with additional duties as assigned by management. Professionalism and Style Expectations Personal Effectiveness Complete tasks accurately, efficiently, and with attention to detail. Adapt to changing business demands and work effectively in a fast-paced environment. Take responsibility for personal growth and performance. Present a professional appearance and maintain grooming standards. Work collaboratively with all hotel departments to support guest satisfaction. Communication Communicate clearly and professionally with guests, team members, and management. Actively listen to guest concerns and respond appropriately. Share relevant information with appropriate departments in a timely manner. Treat co-workers, supervisors, and guests with respect at all times. Physical Requirements These are required of every associate: Ability to stand for extended periods of time. Ability to lift a minimum of 50 pounds. Ability to push, bend, stoop, reach overhead, and perform tasks requiring manual dexterity. Ability to hear, write, and communicate effectively. Ability to operate office equipment including computers and telephones. Additional duties may be assigned as needed. Additional Responsibilities Specific to This Position Must possess a working knowledge of hotel front office operations. Must have a basic understanding of applicable federal, state, and local regulations. Must demonstrate strong customer service, mathematical, and computer skills. High school diploma or equivalent is required; additional education is preferred. Ability to obtain any required certifications or training in a timely manner. CPR certification is preferred; first aid training is a plus. Additional language proficiency is preferred.