Front Desk

Mainstay Suites, St. Louis - Galleria; Richmond Heights (MO); On-site; USD 28,000 - 36,000; Full time

Job summary

Mainstay Suites, St. Louis -Galleria is seeking a Front Desk Agent to be the first point of contact for guests, delivering warm, professional service and guiding check-in/check-out.

You will handle inquiries, provide information about hotel services and local attractions, and coordinate with housekeeping to ensure a smooth stay. This role requires multitasking, attention to detail, and the ability to stay calm under pressure in a fast-paced hospitality environment while upholding brand

Qualifications

• High school diploma or equivalent; hospitality or customer service training preferred.
• Previous front desk, reception, or customer service experience desired.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency with computers and reservation/PMS systems.
• Ability to remain calm and professional under pressure.
• Flexible schedule including evenings, weekends, and holidays.
• Some locations may require a Driver's License and insurability to operate company vehicles.
• Bilingual skills are a plus.

Responsibilities

• Greet and welcome guests upon arrival in a friendly, professional manner.
• Perform accurate check-in and check-out procedures.
• Answer and direct phone calls, handle inquiries, and provide local information.
• Secure payment method, issue room keys, and update records in the PMS.
• Resolve guest complaints promptly and escalate when needed.
• Coordinate with housekeeping/maintenance to prepare rooms and fulfill requests.
• Maintain lobby/desk area cleanliness and organization.
• Follow security procedures and monitor guest access.
• Assist with reservations, cancellations, and modifications.
• Promote hotel services and amenities to enhance guest satisfaction.
• Some properties may require driving hotel shuttle or guest cars for valet.

Skills

Communication

Customer service

Interpersonal skills

Problem-solving

Education

High school diploma

Tools

PMS / Reservation systems

Job description

Description

The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.

• Greet and welcome guests upon arrival with a friendly and professional demeanor.
• Perform accurate check-in and check-out procedures.
• Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions.
• Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.
• Resolve guest complaints promptly and effectively, escalating issues when necessary.
• Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled.
• Maintain lobby and front desk area cleanliness and organization.
• Follow security procedures, monitor guest access, and report any suspicious activity.
• Assist with reservations, cancellations, and modifications.
• Promote hotel services and amenities to enhance guest satisfaction.
• Some properties may require driving hotel shuttle or guest cars to support valet service.

Requirements

Requirements:

• High school diploma or equivalent; hospitality or customer service training preferred.
• Previous experience in a front desk, reception, or customer service role desirable.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency with computers and reservation/property management systems (PMS experience a plus).
• Ability to remain calm and professional under pressure.
• Flexible schedule availability, including evenings, weekends, and holidays.
• Some locations may require a Drivers’ License and insurability to operate company vehicles
• Bilingual skills are a plus.

Physical Requirements:

• Ability to stand for extended periods (up to 8 hours).
• Frequent use of hands and arms for typing, phone handling, and guest interactions.
• Occasionally lift or carry items up to 25 pounds (luggage or supplies).
• Ability to bend, stoop, and reach as required.
• Clear verbal communication and professional appearance at all times.