Guest Experience Agent — Hotel Front Desk

TPG Hotels and Resorts; Alexandria (VA); On-site; USD 25,000 - 31,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Supplemental Life Insurance

Flexible Spending Accounts

401(k) Retirement Plan with company we

Paid Time Off, Vacation and Holidays

Employee Assistance Program

Hotel Discounts

Job summary

TPG Hotels and Resorts is seeking a Front Desk Agent in the United States. You will be the first point of contact for guests, handling check-ins/check-outs, reservations, payments, and guest inquiries.

You’ll coordinate with housekeeping, maintenance, and management to ensure smooth operations and a welcoming experience. The role requires strong communication, basic accounting, and cash-handling skills, with the ability to stay calm under pressure and manage multiple tasks.

Qualifications

• High school education or equivalent experience.
• Strong guest service orientation, basic accounting skills, and familiarity with hospitality industry practices preferred.
• Ability to remain calm and professional under pressure.
• Proficiency in operating a computer, calculator, phone and other office equipment.
• Excellent communication skills, both written and verbal, with good organizational and efficient time management skills.

Responsibilities

• Greeting and Check-Ins: Welcome guests, clients, or customers in a friendly and professional manner. Assist with the check-in process, verify reservations, and provide necessary information about the facility’s services, amenities, and policies.
• Check-Out and Payment Processing: Handle check-out procedures, process payments, and issue invoices or receipts as needed. Ensure accuracy in billing and resolve any payment-related queries.
• Phone and Email Communication: Answer incoming phone calls, direct calls to the appropriate department or person, and provide information or assistance as required. Respond to emails and inquiries promptly and professionally.
• Reservation Management: Manage room or service reservations, cancellations, and modifications. Ensure accurate data entry and maintain an up-to-date reservation system.
• Guest Services: Assist guests with requests such as room changes, additional amenities, directions, and local recommendations. Address and resolve guest complaints or concerns in a timely and courteous manner.
• Administrative Tasks: Perform various administrative duties, including managing mail and packages, maintaining the visitor log, organizing files, and ensuring the front desk area is organized and presentable.
• Security and Access Control: Monitor access to the premises, issue visitor badges or passes, and ensure security protocols are followed. Collaborate with security personnel when necessary.
• Cash Handling: Handle cash transactions accurately and securely. Maintain an organized cash drawer and reconcile transactions at the end of each shift.
• Multi-Tasking: Manage multiple tasks simultaneously, including attending to guests, answering phone calls, handling inquiries, and completing administrative tasks.
• Collaboration: Work closely with other departments such as housekeeping, maintenance, and management to ensure smooth operationsand guest satisfaction.
• Emergency Response: Follow established procedures for emergency situations, such as fire alarms or medical emergencies. Provide assistance to guests and staff as needed.

Skills

Guest service

Basic accounting

Hospitality

Calm under pressure

Computer skills

Phone skills

Written & verbal

Time management

Education

High school or equivalent

Tools

Calculator

Job description

TPG Hotels and Resorts is seeking a Front Desk Agent in the United States. You will be the first point of contact for guests, handling check-ins/check-outs, reservations, payments, and guest inquiries.

You’ll coordinate with housekeeping, maintenance, and management to ensure smooth operations and a welcoming experience. The role requires strong communication, basic accounting, and cash-handling skills, with the ability to stay calm under pressure and manage multiple tasks.