Front Desk Agent

OB TITLE: Front Desk Agent

DEPARTMENT: Front Desk

REPORTS TO: Front Desk Manager

FLSA STATUS: Non-Exempt

Summary/Objective      

A Hotel Front Desk Agent is usually the first person who greets you when you walk into a hotel.  Their key duties include distributing room keys, registering guests, and verifying reservations.  They are also tasked with helping guests with any questions or complaints.  

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Check in customers using computer programs and equipment and provide guests with directions to their room.
• Answering phones and transfer calls accordingly.
• Inform customers of all on-site amenities and any relevant information that is needed to use them.  
• Handle and resolve guest complaints.
• Respond to maintenance requests from current guests and contact technicians to fix broken fixtures in guest rooms.
• Stock and maintain gift shop area clean. 
• Invoice and bill guests for their stay and services used.
• Communicate with guests to better understand their individual needs to provide them with the best service possible.

Competencies

• Excellent communication and organizational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable.
• Ability to remain calm while under pressure
• Ability to work cohesively as part of a team.

Work environment

• Ability to stand for most of your shift. 
• Hotels operate 24/7 therefore schedules may at times fluctuate based on the needs of the business.
• Standing, walking, bending, stretching, twist, or lifting as much as 25lbs. throughout your scheduled shift.

Required education and experience

• At least one-year Front Desk Experience as Guest Services Agent, or two years’ experience in the Hospitality field.
• Experience with Marriott Full-Service PMS systems preferred.
• High School or GED required
• Associates degree in related or business administration preferred.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties responsibilities and activities may change at any time with or without notice.

Security clearance requirements

• Must clear background screening

EEO Statement

DoubleTree Carson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.