Front Desk Agent
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Job Description
Job Title: Front Desk Agent
Department: Front Office
Reports To: Front Office Manager / Supervisor
FLSA Status: Non-Exempt
Location: Warwick Rittenhouse Hotel
Job Summary:
The Front Desk Agent is the first point of contact for guests and plays a key role in delivering a warm, welcoming, and efficient check-in/check-out experience. This role requires excellent communication skills, a service-first attitude, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
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Greet and welcome guests in a friendly and professional manner
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Perform check-in and check-out procedures accurately and efficiently
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Manage reservations and room assignments using property management systems (PMS)
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Handle guest inquiries, requests, and complaints promptly and professionally
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Answer phones, direct calls, and provide hotel information as needed
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Maintain an organized and clean front desk area
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Process payments, post charges, and provide receipts
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Coordinate with housekeeping and maintenance for room readiness and guest needs
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Ensure security and confidentiality of guest information
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Uphold all hotel policies and procedures
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Assist with guest luggage or special needs as required
Qualifications:
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High school diploma or equivalent
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Prior hotel or customer service experience preferred
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Proficient in using computers and hotel software (e.g., Opera, Lightspeed, or similar PMS)
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Strong communication and interpersonal skills
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Ability to remain calm under pressure
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Excellent organizational and multitasking abilities
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Flexible availability, including nights, weekends, and holidays
Physical Requirements:
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Stand or walk for extended periods
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Lift up to 25 lbs occasionally
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Use of hands to operate office equipment