Hotel Front Desk Agent - Reservations and Guest Services

HR Service Jobs; Devon; On-site; CAD 19,000 - 30,000; Full time

Job summary

HR Service Jobs is seeking a friendly Hotel Front Desk Agent – Reservations and Guest Services to support daily reception operations and deliver an exceptional guest experience. You will be the first contact for guests, handling reservations, check-ins, check-outs, inquiries, and front desk responsibilities with a welcoming, organized demeanor.

This role emphasizes communication, problem-solving, and teamwork across housekeeping, maintenance, F&B, and management to ensure guests enjoy efficient,

Qualifications

• Strong verbal and written communication abilities.
• Excellent customer service and interpersonal skills.
• Professional telephone etiquette and email communication.

Responsibilities

• Greet guests warmly and professionally at arrival.
• Process reservations via phone, email, online platforms or walk-ins.
• Handle check-in/check-out, verify IDs and prepare guest bills.
• Coordinate with housekeeping and other departments to ensure room readiness.
• Maintain accurate reservation records and billing documents.
• Collaborate with team to meet service standards and resolve issues.

Skills

Communication skills

Customer service

Telephone etiquette

Email communication

Basic computer skills

Education

High school diploma

Hospitality certificate

Tools

Property management system

Job description

Job Summary

HR Service Jobs is seeking a professional, friendly, and customer-focused Hotel Front Desk Agent – Reservations and Guest Services to support daily hotel reception operations and deliver an exceptional guest experience. The successful candidate will serve as the first point of contact for guests, handling reservations, check-ins, check-outs, guest inquiries, and general front desk responsibilities.

This role is ideal for individuals who enjoy working with people, have strong communication skills, and can maintain a welcoming and organized reception environment. The Front Desk Agent will coordinate with housekeeping, maintenance, food and beverage, and hotel management teams to ensure guests receive efficient, comfortable, and personalized service throughout their stay.

The ideal candidate will demonstrate professionalism, attention to detail, problem-solving abilities, and a commitment to hospitality service standards. Candidates with previous hotel experience are welcome, while applicants with strong customer service skills and a willingness to learn may also be considered.

Key Responsibilities

1. 1. Guest Reception and Customer Service

   Welcome guests warmly and professionally upon arrival.

   Provide accurate information about hotel facilities, services, policies, amenities, and local attractions.

   Respond to guest questions, requests, and concerns in a courteous and timely manner.

   Maintain a professional reception area that reflects the hotels service standards.

   Build positive relationships with guests and contribute to a welcoming hospitality environment.

2. 2. Reservations and Booking Management

   Process room reservations through telephone calls, emails, online booking platforms, and walk-in inquiries.

   Confirm reservation details, including guest information, room types, arrival and departure dates, and special requests.

   Update booking records and room availability in the hotels property management system.

   Assist guests with reservation modifications, cancellations, extensions, and special arrangements.

   Communicate booking information accurately to the appropriate hotel departments.

   Help reduce booking errors and identify opportunities to improve room occupancy and guest satisfaction.

3. 3. Check-In and Check-Out Procedures

   Complete guest registration and check-in procedures efficiently.

   Verify reservation information and follow applicable identification and registration requirements.

   Issue room keys or access cards and explain relevant hotel facilities and policies.

   Process check-outs, prepare guest bills, and handle payments according to established procedures.

   Review charges for accuracy and assist with billing questions or discrepancies.

   Coordinate room readiness with housekeeping and communicate expected arrivals and departures.

4. 4. Guest Requests and Complaint Resolution

   Listen carefully to guest concerns and work toward appropriate, timely resolutions.

   Handle complaints professionally while maintaining a calm and helpful attitude.

   Escalate complex issues to the front office supervisor or hotel management when necessary.

   Record guest feedback, service requests, and incidents accurately.

   Follow up on unresolved matters to ensure guest satisfaction.

5. 5. Administrative and Front Desk Operations

   Maintain accurate reservation records, guest profiles, registration forms, and billing documentation.

   Answer telephone calls, respond to emails, and direct inquiries to the relevant departments.

   Process payments and maintain appropriate records of transactions.

   Prepare shift handover notes and communicate outstanding tasks to incoming staff.

   Follow hotel procedures for handling guest information and confidential records.

   Assist with daily occupancy reports, reservation summaries, and other front office documentation.

6. 6. Team Coordination and Service Quality

   Work closely with housekeeping to confirm room availability and special cleaning requests.

   Coordinate with maintenance regarding room defects and facility-related issues.

   Communicate with food and beverage and other departments regarding guest requirements.

   Participate in team briefings, service training, and operational meetings.

   Follow hotel safety, security, emergency response, and customer service procedures.

Required Skills and Qualifications

High school diploma or equivalent qualification; a diploma or certificate in hospitality, hotel management, tourism, or a related field is an advantage.

Strong verbal and written communication skills.

Excellent customer service and interpersonal abilities.

Professional telephone etiquette and email communication skills.

Basic computer proficiency and the ability to learn hotel reservation and property management software.

Good numerical skills for handling bills, payments, and account calculations.

Strong organizational skills and attention to detail.

Ability to manage multiple requests while maintaining service quality.

A friendly, approachable, patient, and professional attitude.

Ability to handle guest complaints tactfully and identify practical solutions.

Commitment to guest confidentiality, workplace ethics, and hotel service standards.

Ability to work collaboratively with colleagues across different departments.

Experience

Previous experience in a hotel front desk, reception, reservations, customer service, or guest relations role is preferred.

Experience using hotel property management systems, online travel agency platforms, or reservation software is an advantage.

Familiarity with check-in and check-out procedures, room allocation, guest billing, and booking modifications is desirable.

Candidates with experience in retail, call centres, office reception, or other customer-facing positions may also be suitable.

Entry-level candidates with a positive attitude, good communication skills, and a willingness to learn may be considered, depending on the employers requirements.

Working Hours

Full-time and part-time opportunities may be available, depending on hotel staffing needs.

Working hours may include morning, afternoon, evening, overnight, weekend, and public holiday shifts.

Rotating shifts may be required to support hotel operations and guest services.

Employees are expected to arrive on time and complete shift handovers accurately.

Overtime, additional shifts, and holiday work may be required in accordance with