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About the Role

The Front Desk Agent provides prompt, courteous, and professional guest service by efficiently checking guests in and out of the hotel, answering questions, and resolving guest concerns. This role supports an excellent arrival and departure experience, promotes hotel services and amenities, and ensures accurate guest account handling, documentation, and communication.

Responsibilities

• Provide friendly, professional guest service at all times.
• Check guests in and out efficiently, ensuring an accurate, smooth arrival and departure experience.
• Input and retrieve information from hotel computer systems to confirm guest details.
• Assign rooms based on guest needs and hotel availability; activate and issue electronic room keys.
• Explain hotel amenities, services, and applicable rewards/loyalty program information.
• Respond promptly to guest requests, questions, and concerns; actively listen, problem-solve, and take appropriate action to resolve issues.
• Answer and route incoming phone calls and respond to emails in a timely manner.
• Ensure rooms, taxes, incidentals, and all services are accurately posted to guest accounts.
• Process check-out payments and charges accurately.
• Complete required daily reporting, shift documentation, and recordkeeping.
• Maintain a clean, organized, and guest-ready front desk area.
• Ensure the lobby beverage/refreshment area is stocked, clean, and organized.
• Coordinate with other departments to support guest needs and operational flow.
• Report maintenance deficiencies, safety hazards, accidents, or injuries promptly to management.
• Support other departments during downtime as assigned.
• Attempt to communicate with guests in the guest’s native language when possible and appropriate.
• Support valet operations as needed.
• Follow all safety procedures and be able to recognize and respond appropriately in emergency situations.
• Follow Personal Protective Equipment (PPE) requirements and report defective, damaged, or missing PPE to management.
• Maintain clean, professional uniform and personal appearance and contribute to a hospitable service atmosphere.
• Perform other duties as assigned.

Requirements

• Ability to consistently arrive to work on time when scheduled.
• Ability to work in a 7-day per week, 24-hour per day business environment, including nights, weekends, and holidays as scheduled.
• Ability to stand for the duration of the shift at the front desk, with periodic walking throughout the lobby and back-office areas (typically 8-hour shifts).
• Frequent walking; occasional bending, stooping, and reaching to assist guests, access supplies, and perform lobby and front desk area walk-throughs.
• Ability to read and verify identification, reservations, and folios; process payments and complete accurate data entry.
• Frequent speaking and active listening with guests and team members, including in-person and phone communication.
• Frequent use of hands and fingers to operate a computer, credit card terminal, key card encoder, and multi-line phone system.
• Frequent reaching and grasping (e.g., handling documents, key packets, supplies, and guest items at the front desk).
• Ability to lift, push, or pull items up to 30 lbs.
• Frequent close vision and screen time for extended periods while using property management systems and other office equipment.
• No immigration or work visa sponsorship will be provided for this position.

Skills

• Strong customer service orientation
• Ability to communicate with empathy
• Ability to defuse emotions
• Problem-solving skills
• Ability to make sound decisions to resolve guest concerns
• Strong verbal and written communication skills
• Ability to read, write, listen, and communicate effectively in English
• Strong organization skills
• Time-management skills
• Ability to manage multiple tasks in a fast-paced environment
• Ability to access and accurately input and retrieve information using computer-based systems
• Ability to perform moderately complex mathematical calculations accurately
• Ability to follow established procedures for handling guest payments and account information

Location

• Onsite

Work Type

• Full-time

Experience Level

• 1–2 years of guest service and/or hospitality experience preferred

Education Level

• High school diploma or equivalent preferred

About the Company

• Uniland Hospitality is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.

Equal Opportunity

• Uniland Hospitality is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.