27North

Guest Services Front Desk Agent

We are seeking a friendly, detail-oriented, and customer-focused Guest Services Front Desk Agent to join our team. As the first point of contact for guests, you will play a vital role in creating a welcoming and seamless experience. Your responsibilities include managing reservations, check-ins and check-outs, handling guest inquiries, processing payments, and ensuring smooth front desk operations. If you thrive in a fast-paced hospitality environment and enjoy providing top-tier service, we look forward to hearing from you!

This is a Part Time position with the option to grow into Full Time. Must be able to work evenings and weekends.

Key Responsibilities:

Guest Services:

Greet guests warmly and assist with check-in/check-out processes efficiently. Provide guests with information about hotel services, amenities, and local attractions while addressing requests, special accommodation, and complaints in a professional and timely manner. Escalate as necessary. Coordinate with housekeeping and maintenance and other departments and staff to ensure guest needs are met and maintain an organized and inviting front desk area.

Reservations & Bookings:

Process and manage room reservations via phone, email, online platforms, and in person. Update and modify reservations while ensuring accuracy in guest records, monitor room availability and pricing to maximize occupancy and revenue, and handle cancellations, no-shows, and reservation changes in accordance with hotel policies.

Financial Transactions & Billing:

Process guest payments, deposits, refunds, and incidental charges securely while issuing invoices and receipts and resolving billing discrepancies. Maintain accurate financial records and reconcile transactions at the end of each shift to ensure proper account management.

Hotel Operations & Administration:

Follow company policies regarding safety, security, grooming and dress code, time and attendance, meal and rest breaks, and professionalism and conduct standards while maintaining accurate guest records, incident reports, and special request logs. Communicate effectively with hotel staff and departments to ensure seamless operations and handle confidential guest information with professionalism and discretion. Consistently uphold the hotel's high service standards and brand values.

Qualifications & Skills:

Education & Experience:

Previous experience in customer service, front desk operations, or hospitality is preferred, as it provides a strong foundation for handling guest interactions and operational tasks efficiently.

Technical & Soft Skills:

Proficiency in hotel reservation and property management systems (e.g., Opera, Maestro, Cloudbeds, PMS, etc.) is highly desirable but not required. Strong verbal and written communication skills, excellent problem-solving and conflict-resolution abilities, and keen attention to detail are essential. The ideal candidate should possess strong organizational skills, the ability to multitask in a fast-paced environment, a professional demeanor, and a customer-focused demeanor. Additionally, the ability to obtain and maintain Food & Alcohol Handler's Certification upon hire, if required.

Physical Requirements & Work Environment:

Flexibility to work various shifts, including nights, weekends, and holidays, is required. The role involves standing for extended periods and lifting of objects such as luggage, mail, boxes, supplies and deliveries. Regular interaction with guests and staff in a dynamic hospitality environment is expected, as well as adaptability to indoor and outdoor working conditions.

Assist other departments and perform other duties as assigned by management.