Hotel Front Desk Agent Job Description Template

Use this Hotel Front Desk Agent job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Hotel Front Desk Agent Job Description Template

Copy

Job Brief

We are looking for a Hotel Front Desk Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation.

Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you.

Ultimately, you will help create a pleasant and memorable stay for our guests.

Responsibilities

  • Perform all check-in and check-out tasks
  • Manage online and phone reservations
  • Inform customers about payment methods and verify their credit card data
  • Register guests collecting necessary information (like contact details and exact dates of their stay)
  • Welcome guests upon their arrival and assign rooms
  • Provide information about our hotel, available rooms, rates and amenities
  • Respond to clients’ complaints in a timely and professional manner
  • Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
  • Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
  • Upsell additional facilities and services, when appropriate
  • Maintain updated records of bookings and payments

Requirements

  • Work experience as a Hotel Front Desk Agent, Receptionist or similar role
  • Experience with hotel reservations software, like Cloudbeds and RoomKeyPMS
  • Understanding of how travel planning websites operate, like Booking and TripAdvisor
  • Customer service attitude
  • Excellent communication and organizational skills
  • Degree in hotel management is a plus

What does Hotel Front Desk Agent do?

A Hotel Front Desk Agent is responsible for providing excellent customer service to hotel guests. Here is what they typically do on a day-to-day basis:

  1. Greeting guests: Front Desk Agents are often the first point of contact for hotel guests. They welcome guests upon arrival, register them, and provide them with necessary information about the hotel's services, amenities, and policies.

  2. Check-in and check-out: Front Desk Agents handle guest arrivals and departures efficiently. They verify guests' identity, process their reservation details, handle room key distribution, and collect payment if necessary. During check-out, they settle any outstanding bills and ensure guest satisfaction.

  3. Reservation management: They manage hotel reservations, ensuring accuracy and appropriate room allocation according to guests' preferences and availability. Front Desk Agents also handle booking modifications or cancellations as per hotel policies.

  4. Handling inquiries or complaints: They respond to guests' questions, requests, or complaints promptly and professionally. Front Desk Agents provide information on local attractions, transportation options, and assist with making reservations for restaurants or other services.

  5. Security and emergencies: Front Desk Agents play a critical role in maintaining the safety and security of guests. They monitor the lobby area, ensure restricted areas are properly secured, and follow emergency procedures in case of incidents like fire alarms or medical emergencies.

  6. Cash handling: They handle cash transactions, process credit card payments, and maintain accurate records of financial transactions. Front Desk Agents must adhere to hotel policies regarding cashiers and billing procedures.

  7. Administrative tasks: They perform various administrative tasks such as updating guest profiles, recording guest preferences, managing guest messages, and coordinating with other hotel departments to ensure smooth operations.

  8. Concierge services: Front Desk Agents often provide basic concierge services like recommending local attractions, booking transportation, arranging tours, or making restaurant reservations.

  9. Multitasking and problem-solving: They must handle multiple tasks simultaneously, such as answering phone calls, assisting guests with various needs simultaneously, and reacting efficiently to any unexpected situations or challenges.

Overall, a Hotel Front Desk Agent ensures a positive guest experience by providing exceptional service, maintaining professionalism, and effectively resolving any issues that arise.

Hotel Front Desk Agent Job Description Examples

Front Desk Agent• Springhill Suites Downtown Salt Lake City

We are looking for a Hotel Front Desk Agent for our 7 a.m. to 3 p.m. and 3 p.m. to 11 p.m. shifts, with open availability to serve as our guests’ first point of contact and manage all aspects of their accommodation. Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. We are looking for a front desk...

Read more
Front Desk Agent (On Call)• Omni Hotels & Resorts

Fort Worth Hotel

As breathtaking as any West Texas sunset, the Omni Fort Worth Hotel offers a taste of Texas hospitality. Conveniently located in the heart of Fort Worth’s exciting downtown, the hotel is adjacent to the Fort Worth Convention Center and within walking distance from the city’s cultural centers, restaurants and nightlife. The Omni Fort Worth Hotel received the 2015 TripAdvisor......

Read more
Hotel Front Desk Agent• 7 Springs

Guest Services Agent (Palm Springs)

We are currently looking for a Full Time Guest Services Agent to join our team. We are a well established, Mid Century Boutique Hotel in Palm Springs looking for a positive, upbeat individual who can deliver total guest satisfaction...

As a Guest Services Agent, you will be responsible for providing the highest level of service possible in an efficient, cou...

Read more
Hotel Front Desk Agent• Onix Hospitality

Offering over 20 years of experience, Onix Hospitality currently owns and manages eight award-winning, top-performing hotels in the Mid-Atlantic region and Florida, operating over 1,000 hotel rooms across its growing portfolio and serving more than half million customers annually. We are currently looking for a Guest Services Representative to join our team!

Onix Hospitality rewards it’s... em...

Read more