Front Desk Agent

The Front Desk Agent is the first point of contact for guests at a hotel. They are responsible for providing excellent customer service, handling reservations, check-ins and check-outs, and managing guest inquiries and complaints in a professional manner.

Key Responsibilities:

• Greet and welcome guests upon arrival.

• Perform check-in and check-out procedures efficiently.

• Manage reservations via phone, email, or online booking systems.

• Provide information about the hotel, available rooms, rates, and amenities.

• Respond to guest inquiries, requests, and complaints in a timely and professional manner.

• Process payments and maintain accurate records of transactions.

• Coordinate with housekeeping and maintenance staff to ensure guest satisfaction.

• Handle guest luggage and offer concierge services as needed.

• Maintain cleanliness and organization of the front desk area.

• Follow hotel policies and procedures, including emergency protocols.

The Night Auditor oversees hotel operations during the overnight shift. This role combines front desk duties with basic accounting functions to ensure the accuracy of daily financial records.

Key Responsibilities:

• Perform end-of-day financial audits and reconcile accounts.

• Prepare and distribute daily financial and operational reports.

• Check guests in or out as needed during overnight hours.

• Address and resolve guest issues or requests overnight.

• Ensure all transactions and room charges are properly posted.

• Balance the day's receipts and prepare daily summary reports for management.

• Perform general front desk duties, including answering phones and emails.