Job Summary
The Front Desk Agent (Day Shift) is responsible for providing a warm welcome and professional service to guests during the day, including check-in, check-out, and handling all guest requests and questions. This position ensures that reservations, payments, and guest information are processed accurately, that the lobby and front desk area remain clean and organized, and that all guests receive efficient, friendly, and knowledgeable service in accordance with hotel and company standards.

Essential Duties and Responsibilities

• Greet all guests and visitors in a friendly, professional manner upon arrival and departure.

• Perform check-in and check-out procedures accurately, using the hotel’s property management system (PMS).

• Verify guest identification, method of payment, and reservation details; process authorizations and payments correctly.

• Answer phone calls promptly and professionally; transfer calls, take messages, and respond to basic questions about the hotel and local area.

• Make, modify, and cancel reservations according to hotel policies and procedures.

• Provide information about room types, rates, amenities, hotel services, and local attractions, restaurants, and transportation options.

• Handle guest requests (extra amenities, wake-up calls, special accommodations) by coordinating with housekeeping, maintenance, and other departments.

• Respond to guest complaints or concerns calmly and professionally; resolve issues when possible and escalate to a supervisor or manager when necessary.

• Maintain accurate records, logs, and reports (shift checklists, cash drops, lost and found, incident reports) as required.

• Balance and reconcile cash drawer or shift bank, process payments, and issue receipts according to hotel procedures.

• Ensure the front desk, lobby, and guest-facing areas are clean, organized, and presentable at all times.

• Follow all security procedures, including handling room keys, guest information, and confidential data safely.

• Assist with coordinating early check-ins, late checkouts, room moves, and blockings in the PMS as directed.

• Communicate effectively with housekeeping and maintenance regarding room status, out-of-order rooms, and guest needs.

• Comply with all hotel policies, brand standards, and local regulations, including safety and emergency procedures.

• Perform other related duties as assigned by the Front Office Manager, Supervisor, or management.