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Front Desk Agent – Hotel
The Front Desk Agent is responsible for providing a warm, professional, and efficient welcome to hotel guests while managing check-in, check-out, reservations, guest inquiries, payments, and other front office activities. The role requires excellent communication, customer service, and problem-solving skills to ensure a positive guest experience throughout their stay.
Key Responsibilities
Greet and welcome guests in a friendly, professional, and courteous manner.
Handle guest check-in and check-out procedures efficiently and accurately.
Verify guest information, identification, reservations, and payment details.
Process room reservations, cancellations, modifications, and walk-in bookings.
Provide accurate information regarding hotel facilities, services, room types, rates, and local attractions.
Respond promptly to guest requests, questions, and concerns.
Handle guest complaints professionally and escalate issues to the Front Office Manager when required.
Manage cash, credit card, and other payment transactions accurately.
Maintain accurate guest records and update the hotel’s Property Management System (PMS).
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to fulfill guest requests.
Monitor room availability and assist with room allocation and upgrades when authorized.
Maintain proper records of daily transactions, guest requests, and front desk activities.
Answer and direct telephone calls and respond to guest emails or other inquiries.
Ensure the front desk and reception area remain clean, organized, and presentable.
Follow hotel policies, procedures, security standards, and guest privacy requirements.
Assist with luggage, transportation arrangements, wake-up calls, and other guest services when required.
Promote hotel services, facilities, packages, and upselling opportunities where appropriate.
Complete shift handovers and communicate important guest information to the incoming team.
Perform other duties assigned by the Front Office Manager or hotel management.
Requirements
High school diploma or equivalent; a diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred.
1–3 years of experience as a Front Desk Agent, Receptionist, Guest Service Agent, or similar hotel position.
Previous experience in a hotel or hospitality environment is highly preferred.
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Professional, pleasant, and well-groomed personality.
Ability to remain calm and professional when handling difficult guests or stressful situations.
Good computer skills and familiarity with hotel PMS software.
Knowledge of Opera PMS or another hotel property management system is an advantage.
Basic knowledge of cash handling and payment procedures.
Strong attention to detail and organizational skills.
Ability to multitask and work efficiently in a fast-paced hotel environment.
Willingness to work flexible shifts, including mornings, evenings, weekends, and public holidays.
Ability to work independently as well as part of a team.
Good knowledge of English; additional languages are an advantage.
Key Competencies
Guest Service Excellence
Communication Skills
Problem Solving
Attention to Detail
Professionalism
Teamwork
Time Management
Conflict Resolution
Cash Handling
Sales & Upselling
Computer/PMS Skills
Preferred Candidate Profile
The ideal candidate is guest-focused, professional, confident, courteous, and service-oriented, with the ability to create a positive first impression and ensure that every guest receives efficient and personalized service.
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