Front Desk Agent

Job Description

JOB OVERVIEW:

Facilitate guest arrivals and departures courteously and efficiently while serving as a primary point of contact for guest inquiries, payment processing, and communications. This hybrid role combines Front Desk responsibilities with Royal Service Agent functions, actively flexing between guest check-in/check-out, PBX call handling, SMS/email messaging, service dispatch, and telephone concierge support based on business demands and peak activity.

 

Front Desk & Arrival / Departure Operations

1. Process guest registrations, check-ins, check-outs, and room assignments efficiently and courteously.
2. Coordinate guest room billing, settle guest accounts, and strictly adhere to all cashiering and credit procedures.
3. Block rooms in the PMS computer system and follow through on designated guest requirements or special requests.
4. Communicate hotel services, amenities, outlets, and promotions clearly to arriving and departing guests.

Royal Service & Guest Communications (Flex Duties)

1. Serve as telephone concierge, answering internal and external phone calls promptly using established hotel etiquette.
2. Process, log, and distribute incoming guest communications via email and digital messaging platforms (e.g., Kipsu) in a timely manner.
3. Receive, log, dispatch, and champion completion of guest requests using Royal Service management software, following up to guarantee satisfaction.
4. Handle In-Room Dining (IRD) order calls, practice suggestive selling/up-selling, and coordinate directly with IRD and culinary teams for prompt delivery.
5. Transition dynamically between Front Desk operations and Royal Service dispatch during scheduled times or peak activity periods.

Guest Relations & Service Recovery

1. Anticipate guest needs, respond promptly, and acknowledge all guests warmly across all operational channels.
2. Own and resolve guest complaints and conflicts promptly, ensuring proper documentation and complete service recovery.
3. Build guest loyalty through personalized service, active brand loyalty program participation, and attention to guest preferences.

Reservations & Financial Administration

1. Enter, update, confirm, and process room reservations, cancellations, and date changes in accordance with reservation policies.
2. Enter group rooming lists as directed and liaise with Sales and Conference Services as required.
3. Generate, print, and distribute daily and weekly operational reports.
4. Assist with folio requests, billing inquiries, and basic account corrections.

Departmental Knowledge & Compliance

1. Maintain complete knowledge of departmental policies, service standards, and emergency procedures (including emergency services dispatch).
2. Maintain current knowledge at all times of:
3. All hotel features, facilities, and hours of operation.
4. All guest room types, layouts, bed configurations, decor, and locations.
5. Daily house count, room availability, and expected arrivals/departures.
6. Scheduled daily group activities, events, and in-house group details.
7. Room rates, special packages, sales promotions, and daily IRD menu specials.
8. Maintain cleanliness, sanitation, setup, and organization of assigned work areas (Front Desk and Royal Service Office).
9. Assist other Front Office departments and perform any other job-related duties as assigned by management.

Qualifications

QUALIFICATIONS

1. High school graduate or equivalent vocational training certificate.
2. Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment preferred.
3. Computer literate in Microsoft Windows and Office Applications.
4. Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.
5. Fluency in English (verbal and written); second language fluency (preferably Spanish) is an asset.
6. Ability to:

• suggestively sell and up-sell hotel services, packages, and In-Room Dining options.
• perform job functions with attention to detail, speed, and accuracy.
• prioritize, organize, remain calm, and resolve problems/complaints using sound judgment in a fast-paced environment.
• work cohesively as part of a team with minimal supervision.
• work cohesively as part of a team with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• work a flexible and varied schedule based on business levels and market demand

PHYSICAL ABILITIES

1. Exert physical effort in lifting or transporting up to 30 pounds approximately 100 feet.
2. Endure various physical movements throughout work areas.
3. Reach 1–2 feet.
4. Remain in a stationary position (standing and/or sitting) for 6–8 hours throughout a work shift.
5. Satisfactorily communicate with guests, management, and co-workers using standard telephone handsets or headsets.

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities
• Eligible performance based bonus