Front Desk Agent

We are seeking a responsible, dependable, and guest-focused individual to join our front office team. This position plays a critical role in creating a welcoming and efficient experience for our guests, from check-in to check-out. The ideal candidate will ensure all guest needs are met promptly and professionally, while also collaborating with other departments to maintain smooth hotel operations.

We are a drug-free workplace. We participate in E-Verify.

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Key Responsibilities:

• Determine guest reservation status, length of stay, and room assignments while accommodating special requests whenever possible.
• Verify the guest’s method of payment and follow established credit-checking procedures.
• Accurately enter guest and room information into the Property Management System (PMS) and communicate details to appropriate hotel departments.
• Collaborate with Housekeeping to keep room status reports updated.
• Coordinate with Maintenance for any room repairs or guest-related service requests.
• Register guests upon arrival, handle the registration process, process check-outs, and manage upgrades, promotions, and special requests.
• Respond promptly and professionally to guest concerns, issues, and inquiries.
• Resolve guest complaints where possible or escalate appropriately to ensure guest satisfaction.
• Maintain and complete required logs, reports, and documentation accurately as directed by management.
• Stay in close contact with hotel departments and staff to relay important information and assist in delivering exceptional service.
• Manage front desk cashier responsibilities, handling cash and checks in compliance with hotel policies and procedures.
• Communicate relevant information effectively to supervisors and the Front Desk Manager.
• Proactively request feedback from guests (via comment cards, conversations, etc.) and support the implementation of service improvements.
• Answer phone calls in a courteous and professional manner, providing directions, handling inquiries, and logging requests or complaints as needed.
• Actively listen and assist in resolving guest issues, ensuring that all concerns are logged and followed up on appropriately.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays, and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

QUALIFICATION STANDARDS:

• High school diploma or equivalent; hospitality or customer service experience preferred.
• Must have (1) year of experience as Front Desk Agent or other customer service-related position.
• Proficiency in using hotel PMS software (e.g., Opera, OnQ, PEP, etc.) is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to multitask, stay organized, and remain calm under pressure.
• Availability to work flexible shifts, including evenings, weekends, and holidays.

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry, a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.