Front Desk Agent

· Greet guests warmly upon arrival and ensure a smooth check-in process.

· Check guests in and out according to hotel policies, including handling payment and issuing room keys.

· Assist with special requests, upgrades, and room assignments based on availability.

· Provide guests with information about hotel facilities, amenities, and local attractions.

· Handle requests for services such as transportation, wake-up calls, and dining reservations.

· Resolve guest complaints or issues promptly and escalate to management when necessary.

· Maintain communication with housekeeping, maintenance, and other departments to ensure guest needs are met.

· Answer phones, emails, and other communications in a professional manner.

· Maintain accurate records of charges and payments.

· Handle cash, credit card transactions, and provide change or receipts as necessary.

· Update guest information in the hotel management system.

· Monitor hotel security by ensuring that guests’ identities are verified during check-in.

· Ensure that all guest-related safety protocols and procedures are followed.

· Upsell hotel services, amenities, and packages to enhance guest satisfaction and revenue.

· Maintain open communication with guests, ensuring all questions are answered and concerns addressed.

· Conduct courtesy calls to in-house guests and maintain records.

· Stay updated on hotel information and local services, including hours of operation, promotions, events, and attractions.

· Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.