Front Desk Agent - PT

About the job

WE LOVE OUR WORK.

• Greeting guests promptly upon arrival with a warm, professional, and welcoming demeanor, creating a positive first impression at every interaction.

• Communicates clearly and accurately regarding hotel amenities, outlet hours, services, local attractions, transportation options, and special events.

• Answers phones promptly and responds to lobby activity, guest inquiries, and internal requests with professionalism and positive communication.

• Complete guest check-in and check-out accurately in the PMS, confirming guest identity, payment method, room rate, preferences, room assignments, and electronic key access.

• Prepares and sends pre-arrival communications, pre-blocks room requests, resolves room discrepancies and assigns rooms based on guest needs and availability.

• Handles guest concerns, complaints, and service recovery with tact and urgency, resolving issues within approved guidelines and escalating when appropriate.

• Coordinates special requests including but not limited to luggage assistance, dining reservations, transportation arrangements, and local recommendations to enhance the guest experience.

• Partners with all necessary departments to support room readiness, personalized service, and guest satisfaction.

• Maintains PMS accuracy by posting charges, collecting payments, verifying credit authorizations, inputting messages, and distributing guest mail or packages confidentially.

• Balances assigned house cash bank and adheres to all cash-handling procedures, financial controls, PCI compliance, and key control requirements.

• Generates, reviews, and distributes required reports, maintains accurate logs and documentation, and ensures timely follow-through on open items.

• Maintains a clean, organized, and guest-ready front Office, lobby, and market area, ensuring items are stocked, rotated, and maintenance or ordering needs are reported.

• Protects guest information and sensitive data while following all privacy, safety, emergency, appearance, and operational standards.

• Monitors overnight hotel activity, performs property walks, and observes entrances, exits, stairwells, and public areas for cleanliness, safety, and security concerns.

• Balance and reconcile all Front Office postings, verifying daily charges, adjustments, allowances, packages, taxes, and correcting or reporting discrepancies.

• Closes the business day in the PMS if applicable, completes nightly processing, prepares and distributes required audit and operational reports, and maintains accurate logs and documentation.

• Supports Finance and internal audit requests by providing documentation, reports, and follow-up corrections as needed.

• Responds calmly and effectively to emergencies, alarms, and safety incidents, following all hotel emergency and security procedures.

• Maintains proper key control, protects guest and company confidentiality, and safeguards sensitive information and access devices.

• Demonstrate reliability, professionalism, and flexibility by adhering to all company policies and conduct standards and performing additional job-related duties as assigned.

BRING US YOUR BEST.

• Must be at least 21 years of age.

• Requires high school diploma/GED.

• Minimum one year of customer service experience; hotel experience strongly preferred.

• Ability to communicate clearly and professionally with guests, management, and team members.

• Strong interpersonal, problem-solving, and guest service skills.

• Ability to work effectively under pressure, always remaining calm and courteous.

• Ability to stand for extended periods and manage paperwork efficiently.

• Computer proficiency preferred, experience with property management systems a plus.

• Bilingual English/Spanish skills preferred.

• Knowledge of local attractions, entertainment, and dining options preferred.

• Availability to work a flexible schedule including weekends, holidays, and varied shifts.