Front Desk Agent

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

• Process guest registrations, check-ins, check-outs, and room assignments efficiently and courteously.

• Coordinate guest room billing, settle guest accounts, and strictly adhere to all cashiering and credit procedures.

• Block rooms in the PMS computer system and follow through on designated guest requirements or special requests.

• Communicate hotel services, amenities, outlets, and promotions clearly to arriving and departing guests. Royal Service & Guest Communications (Flex Duties)

• Serve as telephone concierge, answering internal and external phone calls promptly using established hotel etiquette.

• Process, log, and distribute incoming guest communications via email and digital messaging platforms (e.g., Kipsu) in a timely manner.

• Receive, log, dispatch, and champion completion of guest requests using Royal Service management software, following up to guarantee satisfaction.

• Handle In-Room Dining (IRD) order calls, practice suggestive selling/up-selling, and coordinate directly with IRD and culinary teams for prompt delivery.

• Transition dynamically between Front Desk operations and Royal Service dispatch during scheduled times or peak activity periods. Guest Relations & Service Recovery

• Anticipate guest needs, respond promptly, and acknowledge all guests warmly across all operational channels.

• Own and resolve guest complaints and conflicts promptly, ensuring proper documentation and complete service recovery.

• Build guest loyalty through personalized service, active brand loyalty program participation, and attention to guest preferences. Reservations & Financial Administration

• Enter, update, confirm, and process room reservations, cancellations, and date changes in accordance with reservation policies.

• Enter group rooming lists as directed and liaise with Sales and Conference Services as required.

• Generate, print, and distribute daily and weekly operational reports.

• Assist with folio requests, billing inquiries, and basic account corrections. Departmental Knowledge & Compliance

• Maintain complete knowledge of departmental policies, service standards, and emergency procedures (including emergency services dispatch).

• Maintain current knowledge at all times of:

• All hotel features, facilities, and hours of operation.

• All guest room types, layouts, bed configurations, decor, and locations.

• Daily house count, room availability, and expected arrivals/departures.

• Scheduled daily group activities, events, and in-house group details.

• Room rates, special packages, sales promotions, and daily IRD menu specials.

• Maintain cleanliness, sanitation, setup, and organization of assigned work areas (Front Desk and Royal Service Office).

• Assist other Front Office departments and perform any other job-related duties as assigned by management. QUALIFICATIONS

• High school graduate or equivalent vocational training certificate.

• Previous experience as a Front Desk Agent, Royal Service Agent, or Guest Relations role in a luxury hospitality environment preferred.

• Computer literate in Microsoft Windows and Office Applications.

• Knowledge of Opera Property Management System (PMS) and PBX / telephone switchboard operating systems.

• Fluency in English (verbal and written); second language fluency (preferably Spanish) is an asset.

• 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

• Exert physical effort in lifting or transporting up to 30 pounds approximately 100 feet.

• Endure various physical movements throughout work areas.

• Reach 1–2 feet.

• Remain in a stationary position (standing and/or sitting) for 6–8 hours throughout a work shift.

• Satisfactorily communicate with guests, management, and co-workers using standard telephone handsets or headsets. 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