Front Office Agent

Position Summary: The Front Office Agent is responsible for ensuring a smooth and efficient operation of the front desk, including check-ins, check-outs, and providing exceptional guest service. This role serves as the face of the hotel, greeting and assisting guests, handling inquiries, and providing information about the hotel’s facilities and surrounding areas. Duties and Responsibilities: Guest Check-In/Check-Out: Greet guests upon arrival with a warm and friendly demeanor. Handle the check-in and check-out process, ensuring all procedures are followed. Verify guest identification and collect payment information. Issue room keys and provide directions to rooms. Guest Services: Respond to guest inquiries regarding hotel services, amenities, and local attractions. Assist guests with luggage storage, room service orders, and transportation arrangements. Handle guest complaints or concerns, resolving issues in a timely and professional manner. Maintain an up-to-date knowledge of hotel information, including room rates, promotions, and policies. Reservations and Bookings: Process reservations through phone, email, and online booking systems. Ensure that guest reservations are accurate and updated in the hotel’s system. Manage room availability and make adjustments to maximize occupancy. Administrative Duties: Maintain accurate guest records, including check-in/check-out times, billing information, and special requests. Prepare and distribute daily reports for management. Handle cash, credit card, and other payment transactions accurately. Balance cash drawers at the end of each shift. Coordination with Other Departments: Communicate with housekeeping, maintenance, and other departments to ensure guest satisfaction. Notify relevant departments of any guest requests, room changes, or special needs. Shift Work: Work flexible hours, including nights, weekends, and holidays as required. Ensure smooth transitions between shifts by communicating effectively with other front office agents. Safety and Security: Monitor and ensure the security of guest information and the front desk area. Adhere to the hotel’s safety and emergency procedures. Qualifications: High school diploma or equivalent; additional hospitality training or certification is a plus. Previous experience in a customer service role, preferably in the hospitality industry. Strong communication and interpersonal skills. Proficiency in using hotel management software and basic computer applications. Ability to multitask, prioritize, and manage time effectively. Professional appearance and attitude. Ability to work in a fast-paced environment and remain calm under pressure. Physical Requirements: Ability to stand for extended periods. Ability to lift and carry luggage or other items as needed.