Front Desk Agent at Paragon HR Holdings Corp

Position Summary

The Front Desk Agent is the first point of contact for our guests and is responsible for delivering warm, efficient, and accurate service at checkin, during the stay, and at checkout. This role handles reservations, payments, and guest inquiries, coordinates with Housekeeping and Maintenance, and ensures brand standards and hotel policies are consistently followed.

Key Responsibilities

• Welcome guests, verify IDs and payment methods, and process checkins/outs in the PMS (e.g., Opera, FOSSE, OnQ, or similar).
• Handle reservations, modifications, cancellations, and noshow procedures; maintain accurate room status and inventory.
• Answer phones and emails; resolve guest requests, complaints, and service recoveries with empathy and urgency.
• Post charges, process payments, balance the cash drawer, and follow PCI/compliance for credit card handling.
• Coordinate with Housekeeping for room readiness, rush requests, lost & found, and special amenities.
• Create and dispatch maintenance work orders; follow up on completion for guest impact issues.
• Promote hotel amenities and loyalty programs; upsell room types and packages when appropriate.
• Prepare daily reports and complete shift checklists; support Night Audit procedures as needed.
• Follow safety and security procedures, key control, incident reporting, and emergency protocols.
• Maintain a clean, organized, guestready lobby and front desk area.

Qualifications

• 1+ year of customer service experience required; hotel front office experience preferred.
• Proficiency with hotel PMS and MS Office/Google Workspace; comfortable with email and basic spreadsheets.
• Strong communication and problemsolving skills; professional phone and inperson etiquette.
• Cashhandling accuracy and attention to detail; ability to multitask in a fastpaced environment.
• Bilingual English/Spanish is a plus.
• Availability for variable shifts, including weekends and holidays.

Competencies

• Guest Focus Teamwork Reliability Attention to Detail Conflict Resolution Time Management Adaptability

Physical Requirements & Work Environment

• Stand/walk for extended periods; occasional bending, reaching, and lifting up to 25 lbs.
• Work in a public, fastpaced lobby environment with frequent guest interactions.