Front Desk Agent, Full Time- Hotel Mockingbird

DEPARTMENT: Front Office 
REPORTS TO: Front Office Manager & Director of Front Office
STATUS: Non-Exempt 

POSITION SUMMARY:

The Front Desk Agent is responsible for delivering an elevated, personalized arrival and departure experience while serving as a knowledgeable and gracious point of contact throughout the guest stay. This role requires exceptional communication skills, attention to detail, and professionalism to ensure seamless service aligned with luxury and boutique hotel standards.

PRIMARY JOB DUTIES:

• Greet guests warmly and professionally upon arrival and departure, creating a refined first and last impression.

• Perform guest check-in and check-out procedures accurately and efficiently using the property management system.

• Communicate clearly and courteously with guests to anticipate needs, address requests, and resolve concerns promptly.

• Provide information regarding hotel amenities, services, dining options, and local attractions.

• Process room assignments, upgrades, rate changes, and special requests in accordance with hotel policies.

• Handle cash, credit card transactions, and billing inquiries accurately and in compliance with accounting procedures.

• Respond to guest inquiries via phone, email, and in person with professionalism and attention to detail.

• Maintain accurate guest records, reservations, and profiles, ensuring confidentiality at all times.

• Coordinate with housekeeping, bell services, concierge, and maintenance to ensure seamless guest service.

• Resolve guest concerns or complaints with empathy and professionalism, escalating issues as appropriate.

• Maintain a clean, organized, and polished front desk and lobby presence.

• Follow all hotel security, privacy, and emergency procedures.

• Adhere to all health, safety, and sanitation regulations.

• Support sustainability and environmentally responsible initiatives.

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Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time. 

KNOWLEDGE, SKILLS AND ABILITIES:

• Prior front desk or guest services experience in a luxury or boutique hotel preferred.

• Excellent verbal and written communication skills with a polished, service-oriented demeanor.

• Strong attention to detail and organizational skills.

• Ability to multitask and remain calm in a fast-paced environment.

• Professional appearance and positive attitude.

• Strong problem-solving and conflict-resolution skills.

• Proficiency with property management systems and basic computer applications preferred.

• Ability to work independently and as part of a team.

• Flexibility to work weekends, holidays, and varying shifts.

PHYSICAL DEMANDS:

• Ability to stand for extended periods.

• Ability to sit, bend, reach, and move as required throughout the shift.

• Ability to operate computers, phones, and standard office equipment.

Must wear required personal protective equipment per job responsibilities.