About the role
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.