Front Desk Agent

Holiday Inn across from Universal; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company match

Paid time off (PTO)

Professional development

Employee discounts on hotel stays

Flexible work environment

Job summary

Holiday Inn across from Universal is seeking a Front Desk Agent to warmly greet guests, handle check-ins/outs, process payments, and coordinate with departments to ensure a smooth arrival-to-departure experience.

The role emphasizes accuracy, effective communication, and upselling opportunities while adhering to privacy, ADA, and safety standards in a fast-paced hospitality setting.

Qualifications

• Front desk or hospitality experience preferred.
• Excellent communication and interpersonal skills.
• Ability to handle cash, payments and PCI compliance.

Responsibilities

• Greet guests warmly and manage check-in/check-out, room assignments, and VIP requests.
• Verify IDs, collect payments, obtain authorizations, and keep folio accuracy.
• Answer phones and emails; inform guests about amenities and local transportation.
• Resolve issues with empathy and urgency; escalate when needed.
• Coordinate with Housekeeping/Engineering for room readiness and service recovery.
• Operate PMS and POS systems; run end-of-shift reports and reconcile drawers.
• Upsell room types and on-site outlets; promote local partners.
• Follow brand policies, privacy, ADA, safety; maintain lobby cleanliness.
• Support Night Audit and training; complete daily checklists.

Skills

Guest service

Communication

Problem resolution

Upselling

Cash handling

Multitasking

Team coordination

Tools

PMS

POS/PMS systems

Job description

The Front Desk Agent is the first point of contact for guests. You’ll manage check-in/out, handle inquiries and payments, coordinate with other departments, and resolve issues quickly—delivering a smooth, professional arrival-to-departure experience.Key ResponsibilitiesGuest Service: Greet every guest warmly; process check-ins/outs, room assignments, and special requests/VIPs.Accuracy & Controls: Verify ID and payment, obtain authorizations, maintain folio accuracy, and follow cash-handling, PCI, and key-control procedures.Communication: Answer phones/emails promptly; provide clear information about property amenities, local area, and transportation.Problem Resolution: Address concerns with empathy and urgency; escalate when needed; document incidents and follow up.Coordination: Work with Housekeeping/Engineering on room readiness and service recovery; communicate early arrivals/late checkouts.Technology: Operate PMS/POS/payment terminals; run end-of-shift reports and reconcile drawers.Sales Mindset: Thoughtfully upsell room types and amenities; promote on-site outlets and local partners.Compliance & Standards: Uphold service, privacy, ADA, safety, and brand/company policies; maintain a clean, organized lobby/work area.Other Duties: Support Night Audit and other departments as needed; complete daily checklists and training assignments.Benefits We Offer:Competitive Salary: A comprehensive and competitive compensation package.Performance Bonuses: Based on company and individual performance.Health Benefits: Full medical, dental, and vision coverage.Retirement Savings: 401(k) plan with company match to help secure your financial future.Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.Employee Discounts: Discounts on hotel stays and services across PHM properties.Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.Prior front desk, customer service, or hospitality experience preferred (will train strong service-minded candidates).Comfortable with computers and POS/PMS systems; typing and multitasking skills required.Excellent communication, professionalism, and conflict-resolution skills; reliable and detail-oriented.Flexible schedule availability (days/evenings/overnights, weekends, holidays as needed).Bilingual a plus.Must meet background and work authorization requirements.Physical RequirementsStand/walk for extended periods; frequent computer/phone use.Lift/push/pull up to 25 lbs occasionally (luggage, packages).