The Front Desk Agent is responsible for providing a warm, professional, and efficient welcome to hotel guests while managing check-in, check-out, reservations, guest inquiries, payments, and other front office activities. The role requires excellent communication, customer service, and problem-solving skills to ensure a positive guest experience throughout their stay. Key Responsibilities • Greet and welcome guests in a friendly, professional, and courteous manner. • Handle guest check-in and check-out procedures efficiently and accurately. • Verify guest information, identification, reservations, and payment details. • Process room reservations, cancellations, modifications, and walk-in bookings. • Provide accurate information regarding hotel facilities, services, room types, rates, and local attractions. • Respond promptly to guest requests, questions, and concerns. • Handle guest complaints professionally and escalate issues to the Front Office Manager when required. • Manage cash, credit card, and other payment transactions accurately. • Maintain accurate guest records and update the hotel’s Property Management System (PMS). • Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to fulfill guest requests. • Monitor room availability and assist with room allocation and upgrades when authorized. • Maintain proper records of daily transactions, guest requests, and front desk activities. • Answer and direct telephone calls and respond to guest emails or other inquiries. • Ensure the front desk and reception area remain clean, organized, and presentable. • Follow hotel policies, procedures, security standards, and guest privacy requirements. • Assist with luggage, transportation arrangements, wake-up calls, and other guest services when required. • Promote hotel services, facilities, packages, and upselling opportunities where appropriate. • Complete shift handovers and communicate important guest information to the incoming team. • Perform other duties assigned by the Front Office Manager or hotel management. Requirements • High school diploma or equivalent; a diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred. • 1–3 years of experience as a Front Desk Agent, Receptionist, Guest Service Agent, or similar hotel position. • Previous experience in a hotel or hospitality environment is highly preferred. • Excellent verbal and written communication skills. • Strong customer service and interpersonal skills. • Professional, pleasant, and well-groomed personality. • Ability to remain calm and professional when handling difficult guests or stressful situations. • Good computer skills and familiarity with hotel PMS software. • Knowledge of Opera PMS or another hotel property management system is an advantage. • Basic knowledge of cash handling and payment procedures. • Strong attention to detail and organizational skills. • Ability to multitask and work efficiently in a fast-paced hotel environment. • Willingness to work flexible shifts, including mornings, evenings, weekends, and public holidays. • Ability to work independently as well as part of a team. • Good knowledge of English; additional languages are an advantage. Key Competencies • Guest Service Excellence • Communication Skills • Problem Solving • Attention to Detail • Professionalism • Teamwork • Time Management • Conflict Resolution • Cash Handling • Sales & Upselling • Computer/PMS Skills Preferred Candidate Profile The ideal candidate is guest-focused, professional, confident, courteous, and service-oriented, with the ability to create a positive first impression and ensure that every guest receives efficient and personalized service.