Position - Front Desk Agent

Hourly Rate - $19.50

Position Summary

The Front Desk Agent provides a warm, professional, and welcoming experience for all guests and visitors. This role manages all aspects of guest registration, check-in, and check-out, delivers accurate information about the hotel and local area, resolves guest concerns, and ensures a high level of guest satisfaction. Additionally, the Front Desk Agent supports revenue generation through upselling opportunities and accurate billing.

Key Responsibilities

Guest Service & Registration

Greet and welcome guests enthusiastically and professionally.
Handle guest check-in/check-out, including verifying reservations, assigning rooms, issuing key cards, and establishing guest credit.
Provide information on hotel amenities, services, and local attractions.
Anticipate guest needs and offer solutions to enhance their experience.
Resolve guest complaints promptly and professionally or escalate to management as appropriate.

Operational Duties

Accurately enter guest information, charges, and payments into the property management system.
Run daily reports, maintain cash drawers, and ensure accurate billing.
Communicate guest requests and special instructions to relevant departments.
Maintain knowledge of hotel policies, safety procedures, and emergency protocols, including proper use of PPE and compliance with OSHA and HAZMAT programs.
Report any unusual events, safety hazards, maintenance issues, or thefts immediately to management or security.

Additional Support Functions

Assist with concierge services, including dining, entertainment, shopping, and travel recommendations.
Answer phones and process reservations accurately for both calls and walk-ins.
Deliver messages, packages, and supplies to guests as needed.
Support night-shift duties, such as preparing breakfast vouchers, delivering folios, and monitoring property security.
Participate in training sessions to maintain and improve knowledge and performance.
Collaborate with team members to ensure smooth operations and guest satisfaction.

Qualifications

Previous guest service or customer service experience preferred.
Excellent communication and interpersonal skills to interact with guests from diverse backgrounds.
Basic math skills for billing and payment processing.
Competent with computers and able to accurately enter and retrieve information.
Attention to detail and ability to remain calm under pressure or during emergencies.
Fluent in English; proficiency in a second language is a plus.
Ability to work independently and as part of a team.
Food Handler's certificate may be required for night-shift roles.
Flexible schedule, including holidays, weekends, and alternate shifts.
Maintain a professional appearance and demeanor.

Physical & Working Requirements

Regularly stands, walks, and moves throughout the property; occasional stooping or crouching.
Frequently uses hands and fingers to operate computer and office equipment.
Occasionally lifts up to 70 lbs (e.g., luggage).
Must have visual and auditory acuity for accurate data entry, guest interaction, and observation of facilities.
Exposure to moderate noise, office equipment hazards, and occasional atmospheric conditions such as odors, perfumes, or dust.

Front Office - Front Desk Agent at Pacific Hospitality Group

Job Description

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