Front Desk Agent

Job Summary:

The Front Desk Agent is responsible for delivering exceptional guest service and ensuring smooth daily front desk operations. This role serves as the first point of contact for guests—handling inquiries, check-ins, check-outs, issue resolution, and general support with professionalism and efficiency. The Front Desk Agent maintains accurate reservations, upholds company standards, assists with basic administrative tasks, and supports a clean, safe, and welcoming environment for all guests.

Duties/Responsibilities:

• Respond to guest inquiries and provide accurate information about the property and surrounding area.


• Welcome, check in, and check out guests while processing payments and verifying identification.


• Review and reconcile incoming reservations, group bookings, third-party allocations, and related data.


• Perform clerical tasks such as answering phones, responding to emails, filing, and maintaining records.


• Operate property management systems (PMS) and other operational software.


• Keep the front desk area clean, organized, and free of debris.


• Monitor supply levels and notify management when additional items are needed.


• Clean, sanitize, and maintain common areas and restrooms as required.


• Complete minor maintenance tasks within scope of training.


• Organize and schedule amenity tours, activities, ancillary services, and daily meals.


• Prevent banned guests from entering the premises and enforce facility rules.


• De-escalate tense situations using calm, non-confrontational communication.


• Enforce smoking laws, loitering policies, and appropriate use of facilities.


• Conduct general surveillance and monitoring of the property.


• Liaise with other departments to coordinate guest needs and operational tasks.


• Maintain guest confidentiality and professional behavior at all times.


• Support team initiatives, proposals, and project execution as assigned.


• Follow all health, safety, and cleanliness guidelines, including COVID-19 protocols.


• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent interpersonal, verbal, and written communication skills.


• Strong customer service and sales ability.


• Excellent organizational skills, attention to detail, and time management.


• Ability to prioritize tasks in a high-paced environment.


• Strong problem-solving skills and ability to adapt to changing conditions.


• Proficiency with Microsoft Office Suite, Adobe, Google Suite, and related software.


• Ability to lift, move, and/or push up to 50 pounds without assistance.


• Ability to sit, stand, walk, and climb stairs for extended periods.

Education and Experience:

• High school diploma or equivalent, required.


• At least two years related experience required.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand, sit, or walk for an extended period of time. The employee may frequently be required to stoop, kneel, and crouch for duration of shift (eight hours or longer). The employee will need to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move and/or push up to 50 pounds without assistance.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work a flexible schedule including weekdays, weekends, holidays, and nights.

Language Skills:

Ability to read and interpret documents such as e-mail communication, budgets, ledgers, and financial & inventory reports.  Ability to effectively present information and thoroughly answer questions in one-on-one and small group situations to customers, clients, and other employees of the organization in English.

Reasoning Ability and Computer Skills: 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to efficiently use inventory, ordering & computer systems or applications and Microsoft Office programs.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in a typical office and warehouse environment.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Authorization:

United States Citizen or Alien Authorized to work in the United States.

EEO statement:

Samesun is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.  This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Samesun makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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.