Front Desk Agent

Position Summary:

The Front Desk Agent serves as the welcoming face of the hotel, creating an exceptional first and last impression for every guest. This position is responsible for delivering professional, efficient, and friendly service in accordance with brand standards. The ideal candidate demonstrates strong communication skills, attention to detail, and proficiency with hotel technology systems — including Property Management Systems (PMS) such as SynXis, Opera, or HotelKey.

Professionalism, reliability, and a commitment to brand consistency are essential to success in this role.

Essential Duties & Responsibilities:

Guest Service & Brand Standards

• Greet all guests with a warm, genuine, and professional attitude in alignment with our brand's welcoming and down-to-earth style.
• Check guests in and out accurately, efficiently, and courteously using the hotel's PMS system.
• Provide guests with clear and accurate information about hotel amenities, local attractions, and dining options.
• Address guest concerns or service issues promptly and professionally, escalating to management as needed.
• Maintain full compliance with brand standards for guest service, communication, and presentation.
• Ensure all front desk and lobby areas are clean, organized, and reflective of the brand atmosphere.

Technology & Administrative Duties

• Operate and navigate Property Management Systems (PMS) to manage reservations, check-ins/check-outs, room assignments, and guest billing.
• Process payments, issue receipts, and balance daily cash and credit transactions accurately.
• Review arrivals, departures, and group blocks daily to ensure accurate and efficient operations.
• Respond to phone calls, emails, and messages promptly and professionally.
• Assist in maintaining guest records, loyalty program enrollments, and ensuring data accuracy within the system.
• Utilize IHG's systems and tools effectively, adhering to all brand training and technology protocols.

Professionalism & Team Support

• Present a professional appearance and demeanor at all times, strictly following the hotel's dress code and grooming standards.
• Communicate clearly and courteously with guests, team members, and management.
• Work collaboratively with housekeeping, maintenance, and management teams to ensure smooth daily operations and quick resolution of guest needs.
• Assist with training or mentoring new team members when requested.
• Support hotel safety and security procedures, reporting any suspicious activity or potential risks immediately.

Qualifications:

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Minimum 1 year of front desk, guest service, or hospitality experience preferred.
• Intermediate to advanced computer skills required.
• Experience using a Property Management System (PMS) such as SynXis, Opera, or HotelKey strongly preferred.
• Strong customer service, problem-solving, and organizational skills.
• Excellent verbal and written communication abilities.
• Ability to multitask and remain calm and professional in high-pressure or fast-paced situations.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays - (WE ARE CURRENTLY LOOKING FOR SOMEONE TO WORK NIGHT AUDIT/OVERNIGHT SHIFTS)

Work Environment:

• Primarily indoor, front-office environment.
• Frequent interaction with guests, staff, and management.
• Requires standing for extended periods and occasional lifting of up to 20 lbs.

NOTE: ALL NEW HIRES ARE UNDER A 90 DAY PROBATIONARY PERIOD AND ARE PAID AT MINIMUM WAGE DURING THAT PERIOD; AFTER AN EMPLOYEE'S PROBARIONARY PERIOD HAS PASSED, A PAY INCREASE BASED OFF PERFORMANCE AND SKILLSET WILL BE DETERMINED AND APPLIED, UP TO THE JOB'S POSTED MAXIMUM HOURLY WAGE

Job Type: Full-time

Pay: $ $15.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount

People with a criminal record are encouraged to apply

Application Question(s):

• Are you willing to work from 3AM-11AM and 7AM-3PM?

Ability to Commute:

• Albuquerque, NM Required)

Ability to Relocate:

• Albuquerque, NM 87121: Relocate before starting work (Required)

Work Location: In person