Front Desk Agent

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.