Front Office Agent

Position: Front Desk / Guest Services Agent     |    Type: Full-Time     |    Department: Front Office

Schedule: Weekday Evenings, Weekends & Holidays Required

 

About the Role

The Front Office Agent is the face of our hotel — the first and last impression for every guest. As a brand ambassador at our three-diamond property, you will deliver outstanding guest experiences while managing a broad range of front office responsibilities with professionalism, accuracy, and genuine warmth. We are looking for an experienced, outgoing hospitality professional who thrives in a fast-paced environment and takes personal pride in excellence.

 

Duties & Responsibilities

 

Guest Services & Front Desk Operations

• Greet guests warmly and execute check-in and check-out procedures accurately, following all brand standards
• Anticipate guest needs; acknowledge loyalty program members, returning guests, and special occasions
• Handle all guest inquiries, requests, and complaints promptly and professionally, resolving concerns at point of contact
• Answer incoming calls and all guest communications discreetly and in accordance with hotel telephone standards
• Assist guests with local attraction recommendations, transportation, and any other needs throughout their stay

 

Reservations & Revenue

• Input, confirm, modify, and cancel reservations received by phone, email, OTA platforms, and walk-in
• Actively promote and enroll guests in the hotel loyalty program; communicate current promotions and upsell room upgrades
• Maintain current knowledge of room types, rates, availability, and hotel features

 

Payments & Financial Accuracy

• Process all payment types accurately; post room charges and incidentals to guest folios in a timely manner
• Balance and reconcile cash drawer each shift; adhere strictly to all cash-handling and financial policies
• Identify and resolve billing discrepancies or folio errors proactively before guest check-out

 

Communication & Teamwork

• Maintain clear, accurate shift handover logs to ensure seamless communication between all shifts
• Coordinate effectively with housekeeping, maintenance, and all departments regarding guest requests and room status
• Participate in pre-shift briefings and support all departments as a strong team player
• Maintain full compliance with hotel brand standards, privacy policies, and health & safety procedures

 

Qualifications & Requirements

• Minimum 1–2 years of hotel front desk or guest services experience required
• Proficiency with hotel property management systems (PMS); Opera or similar experience preferred
• Strong interpersonal skills with an outgoing, warm, and professional personality
• Meticulous attention to detail and accuracy in all financial transactions
• Proven ability to multitask and remain composed under pressure; works well independently and within a team
• Availability to work weekday evenings, weekends, and holidays as required
• Proficiency in Microsoft Office an asset; additional languages considered a strong asset

 

Loyalty Program Commitment

Front Office Agents are active champions of our hotel loyalty program. You will be expected to clearly communicate program benefits, enroll eligible guests at every opportunity, recognize enrolled members, and consistently meet loyalty enrollment targets — a core performance expectation of this role.

 

Why Join Our Team

• Work at a proud three-diamond property with a strong reputation for guest service excellence
• Friendly, team-oriented culture where your contributions are genuinely recognized
• Access to employee benefits, hotel stay discounts, and ongoing training and development
• Real opportunities for career growth within our property and hotel network
• Competitive compensation commensurate with experience