Front Desk Agent

4 days ago


Santa Ana, United States Angela Scribe Full time
Position Title: Front Desk Agent
Department: Guest Services
Reports To: Front Office Manager
Job Summary:

The Front Desk Agent serves as the first point of contact for guests and plays a critical role in ensuring exceptional guest experiences. This role involves welcoming guests, managing check-ins and check-outs, handling reservations, and addressing guest inquiries and concerns with professionalism and enthusiasm.
Key Responsibilities:
  1. Guest Services:
    • Greet guests warmly upon arrival and provide a welcoming atmosphere.
    • Assist with check-ins and check-outs efficiently and accurately.
    • Respond to guest inquiries, requests, and complaints promptly and effectively.
    • Provide information about the property, local attractions, dining options, and transportation.
  2. Reservations and Billing:
    • Handle reservations via phone, email, and online platforms.
    • Process payments and maintain accurate records of transactions.
    • Ensure guest accounts are accurate and up-to-date.
  3. Communication and Coordination:
    • Communicate guest needs and requests to relevant departments (housekeeping, maintenance, etc.).
    • Monitor and respond to emails, phone calls, and internal communications.
    • Maintain a professional demeanor and excellent communication with both guests and team members.
  4. Operational Duties:
    • Maintain the front desk area, ensuring it is clean and organized.
    • Follow established security protocols for guest information and property safety.
    • Handle special requests, such as room upgrades or amenity setups.
Qualifications and Skills:
  • High school diploma or equivalent; hospitality-related certifications or degrees preferred.
  • Strong interpersonal and communication skills.
  • Proficiency in using hotel management software and standard office tools (e.g., MS Office).
  • Ability to multitask and handle stressful situations calmly and professionally.
  • Attention to detail and problem-solving skills.
  • Team-oriented mindset with a focus on guest satisfaction

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