Front Desk Agent

Job Purpose:

As the first and last impression of the guest experience, the Front Desk Agent plays a vital role in setting the tone for hospitality with warmth, professionalism, and care. This role is more than checking guests in and out—it’s about creating meaningful connections, resolving needs with grace, and delivering seamless service that reflects our unique sense of place. The Front Desk Agent is central to the smooth operation of the hotel, ensuring that every guest feels welcomed, informed, and genuinely cared for throughout their stay.

Essential Duties and Responsibilities:

• Warmly welcome guests upon arrival, ensuring a smooth, professional check-in experience while conveying key information about the hotel, amenities, and surrounding area.

• Manage guest departures with efficiency and grace, handling check-out, billing, and transportation coordination as needed.

• Respond promptly and empathetically to guest questions, requests, and concerns in person, by phone, and via email—striving to exceed expectations at every interaction.

• Accurately manage reservations, room assignments, and updates in the property management system (PMS), ensuring smooth transitions between guests and departments.

• Maintain a deep knowledge of the hotel, amenities, local area, and upcoming events in order to make thoughtful, personalized recommendations.

• Collaborate with housekeeping, maintenance, and food & beverage teams to fulfill guest requests and ensure seamless service delivery.

• Manage daily front desk operations, including the bar at the desk, handling cash, processing credit card transactions, balancing the cash drawer, and reconciling shift reports.

• Uphold front desk cleanliness, organization, and hospitality standards at all times.

• Perform any and all other duties as requested by management in support of hotel operations.

Education & Experience:

• High school diploma or equivalent required.

• Previous front desk or hospitality experience preferred.

• Familiarity with PMS (Property Management System) software a plus.

• Strong attention to detail and ability to work at a productive pace without sacrificing quality.

• Self-motivated and able to work effectively both independently and as part of a team.

Professional Characteristics:

• Positive, service-oriented mindset with a natural ability to make guests feel welcome.

• Excellent communication and interpersonal skills.

• Punctual, dependable, and proactive in maintaining cleanliness standards.

• Approachable and team-oriented with a willingness to assist across departments as needed.

• Takes initiative and follows through on assignments with minimal supervision.

• Able to prioritize tasks and manage time efficiently in a fast-paced environment.

Physical Requirements:

• Must be able to stand for extended periods.

• Ability to lift up to 25 lbs occasionally.

• Must be able to perform repetitive tasks and handle guest luggage when needed.