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Hotel Front Desk Agent

Job title: Hotel Front Desk Agent

Location: [Company location]

Reports to: [Front Office Manager or Front Desk Supervisor]

Employment type: [Full-time / Part-time]

Job summary:

We're looking for a Hotel Front Desk Agent to check guests in and out and help them throughout their stay at [hotel name]. The right person is friendly and organized, handles payments accurately, and solves problems calmly.

Front desk agents create the first and last impression of the hotel. Smooth check-ins, accurate billing, and helpful service drive guest satisfaction and repeat bookings.

Key responsibilities:

  • Check guests in and out and verify IDs, reservations, and payment methods.
  • Create and change reservations and assign rooms in [Oracle OPERA Cloud, Mews, Cloudbeds, or the PMS].
  • Process payments, deposits, and refunds and balance the cash drawer at shift end.
  • Protect card data and follow PCI DSS and hotel security procedures.
  • Answer calls, emails, and guest messages and route requests to the right team.
  • Share information about hotel services, local attractions, and transport.
  • Resolve guest complaints and billing questions, and involve a manager when needed.
  • Issue room keys and follow key control procedures.
  • Coordinate with housekeeping and maintenance on room status and requests.
  • Promote room upgrades and the hotel loyalty program.
Qualifications:
  • High school diploma or equivalent.
  • [X]+ months of experience in customer service, hospitality, or front desk work.
  • Comfort using computers and learning a property management system (PMS).
  • Experience handling cash and card payments.
  • Availability for day, evening, overnight, weekend, and holiday shifts.
Skills:
  • Guest service.
  • Multitasking at a busy desk.
  • Accuracy with payments and reservations.
  • Clear communication.
  • Problem-solving.
  • Teamwork.
Nice to have:
  • Experience with Oracle OPERA Cloud or another major PMS.
  • Fluency in [language].
  • Night audit experience.
Benefits:
  • [Health, dental, and vision insurance, or private medical cover]
  • [Retirement plan, such as a 401(k), pension, or superannuation]
  • [Paid time off and holidays]
  • [Shift differentials]
  • [Discounted stays at partner hotels]
  • [Salary range]

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