Hotel Front Desk Agent

Sequoiamanila Corp.; Davao del Sur; On-site; PHP 223,200 - 279,000; Full time

Job summary

A local hotel chain in Davao del Sur is seeking a Hotel Front Desk Agent to ensure a smooth check-in and check-out experience for guests. This role requires exceptional customer service skills, attention to detail, and the ability to multitask in a busy environment. The ideal candidate will have a high school diploma, with prior hotel experience preferred. Training will be provided for the right individual.

Qualifications

• Fluency in English is often required; knowledge of additional languages is a plus.
• Prior experience in customer service or a hotel front desk position is preferred.

Responsibilities

• Greet guests upon arrival and register them.
• Process guest check-outs and ensure bills are correct.
• Respond to guest inquiries and resolve complaints.
• Manage hotel reservations and maintain accurate records.
• Keep the front desk area clean and stocked with supplies.

Skills

Customer Service Skills

Attention to Detail

Multitasking

Problem-Solving

Education

High school diploma or equivalent

Degree in hospitality or related field

Job description

Overview

A Hotel Front Desk Agent is responsible for ensuring guests have a smooth and enjoyable check-in and check-out experience while providing excellent customer service throughout their stay. This role involves a variety of administrative, customer service, and operational tasks, typically in the hotel lobby, to ensure a positive guest experience and efficient hotel operations.

Key Responsibilities

• Guest Check-In and Check-Out: Greet guests upon arrival, register them, and assign rooms according to reservation details. Provide guests with room keys, explain hotel amenities, and give them necessary information for their stay. Process guest check-outs, ensuring bills are correct, and collect payment as needed.
• Customer Service: Respond to guest inquiries, resolve concerns or complaints, and offer assistance throughout their stay. Provide recommendations for local attractions, dining, and services to enhance the guest experience. Address special guest requests such as extra amenities, room changes, or late check-outs.
• Reservations & Booking Management: Manage hotel reservations through the booking system, confirming, modifying, or canceling reservations. Assist with the coordination of group bookings, special events, and VIP guests. Maintain a thorough knowledge of room availability, rates, and special offers. Process payments for reservations, including credit card transactions, cash, or room charge accounts. Prepare guest folios and handle billing inquiries or adjustments. Maintain accurate records of guest charges, payments, and refunds.
• Communication & Coordination: Communicate with housekeeping, maintenance, and other departments to ensure room readiness and address guest needs. Ensure guests’ special requests are noted and relayed to appropriate staff. Provide guests with information on hotel policies, services, and hours of operation.
• Administrative Tasks: Maintain accurate records of guest information, reservations, and other necessary documents. Handle general office duties such as answering phones, responding to emails, and managing guest mail or packages. Assist in preparing daily reports for management. Be prepared to handle guest emergencies or safety issues, such as medical emergencies, fire alarms, or security concerns. Ensure that hotel security procedures are followed, including monitoring surveillance systems if needed.
• Maintaining the Front Desk Area: Keep the front desk area clean, organized, and stocked with necessary supplies such as brochures, forms, or refreshments for guests. Ensure that the front desk is always fully staffed and operating smoothly. Promote additional hotel services, such as spa treatments, restaurant reservations, room upgrades, or transportation services. Increase revenue by upselling amenities or packages when applicable.

Qualifications & Experience

• Education: A high school diploma or equivalent is typically required. A degree in hospitality, business, or a related field may be preferred.
• Experience: Prior experience in customer service or a hotel front desk position is often preferred but not always required. Training is usually provided.
• Language Skills: Fluency in English is often required, but knowledge of additional languages is a plus, especially in international or tourist-heavy locations.

Skills & Competencies

• Customer Service Skills: Exceptional communication and interpersonal skills to interact with guests, resolve issues, and provide a positive experience.
• Attention to Detail: Ability to accurately process reservations, billing, and guest information while ensuring all requests are handled efficiently.
• Multitasking: Capable of managing multiple tasks simultaneously, especially during busy check-in or check-out periods.
• Problem-Solving: Ability to address guest concerns or complaints professionally and find solutions.