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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 throughout their stay. This role supports an excellent arrival and departure experience, promotes hotel services and amenities, and ensures accurate guest account handling, documentation, and communication through approved systems.

Responsibilities

Provide friendly, professional guest service at all times.
Check guests in and out efficiently.
Input and retrieve information from hotel computer systems.
Assign rooms based on guest needs and hotel availability.
Explain hotel amenities, services, and loyalty program information.
Respond promptly to guest requests, questions, and concerns.
Answer and route incoming phone calls and respond to emails.
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.
Perform other duties as assigned.

Requirements

High school diploma or equivalent preferred.
1–2 years of guest service and/or hospitality experience preferred.
Valid driver’s license with a clean driving record preferred.
Ability to stand for the duration of the shift at the front desk, with periodic walking.
Frequent walking; occasional bending, stooping, and reaching.
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.
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.
Ability to lift, push, or pull items up to 30 lbs.
Work is performed primarily indoors in a public-facing hotel lobby/front office environment.
Frequent close vision and screen time for extended periods.
No immigration or work visa sponsorship will be provided for this position.

Skills

Strong customer service orientation.
Ability to communicate with empathy, defuse emotions, problem-solve, and make sound decisions.
Strong verbal and written communication skills.
Ability to read, write, listen, and communicate effectively in English.
Ability to consistently arrive to work on time when scheduled.
Strong organization and 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.
Ability to work in a 7-day per week, 24-hour per day business environment, including nights, weekends, and holidays as scheduled.

Location

Onsite

Work Type

Full-time
Shift work

Experience Level

1-2 years preferred

Education Level

High school diploma or equivalent preferred

About the Company

Uniland Hospitality is an equal opportunity employer.

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.