The Hotel Front Desk Agent is the first point of contact for guests, ensuring a welcoming and efficient check-in and check-out process. This role is vital in delivering exceptional customer service, addressing guest inquiries, and enhancing the overall guest experience.
- Greet guests upon arrival and provide a warm welcome.
- Manage check-in and check-out processes efficiently.
- Handle guest inquiries, requests, and complaints promptly.
- Coordinate with housekeeping to ensure room availability.
- Process payments and maintain accurate billing records.
- Provide information about hotel amenities and local attractions.
- Excellent communication skills with a friendly demeanor.
- Strong organizational abilities to manage multiple tasks simultaneously.
- Proficiency in hotel management software like Opera or PMS systems.
- Problem-solving skills to address guest issues effectively.
The performance of the Hotel Front Desk Agent is evaluated based on guest satisfaction scores, efficiency in handling check-ins/outs, accuracy in billing processes, and responsiveness to guest needs within set timeframes.
Guest Satisfaction
Maintain high scores on customer feedback surveys.
Check-In/Out Efficiency
Reduce average time taken for processing arrivals/departures.
Billing Accuracy
Ensure error-free transactions during payment processing.
Reports to
Front Office Manager
Collaborates with
Housekeeping Staff, Concierge Team
Leads
- Opera PMS System
- Microsoft Office Suite
High school diploma or equivalent; previous experience in hospitality or customer service preferred.
