Front Desk Agent

Front Desk Agent As the first and last impression of the guest experience, the Front Desk Agent plays a vital role in setting the tone for hospitality with warmth, professionalism, and care. This role is more than checking guests in and outit's about creating meaningful connections, resolving needs with grace, and delivering seamless service that reflects our unique sense of place. The Front Desk Agent is central to the smooth operation of the hotel, ensuring that every guest feels welcomed, informed, and genuinely cared for throughout their stay. Essential Duties and Responsibilities: Register guests and assign rooms; accommodate special requests whenever possible. Thoroughly understand and adhere to proper credit procedures. Understand room status and room status tracking. Know room locations, types of rooms available, and room rates. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, and special requests. Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Knows of and follows cancellation procedures. File room keys and make new packets; if keys aren't returned, make up a new set and charge the guest. Know how to use front office equipment. Basic bar knowledge is required. Process guest check-outs; post charges to guests' accounts as needed. Use proper telephone etiquette. Read daily "Shift" and "Housekeeping" reports. Prepare reports as required. Attend department trainings and meetings. Report any complaints, unusual occurrences, or requests to the Manager or Manager on Duty. Know all safety and emergency procedures. Maintain the cleanliness and neatness of the front desk, lobby and gift shop areas. Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts/departments. Cover "Breakfast Attendant" position when no one is scheduled or there is a call out. Perform any other duties assigned by the Manager. Education & Experience: High school diploma or equivalent required. Previous experience in front desk or hospitality preferred. Familiarity with PMS (Property Management System) software is a plus. Strong attention to detail and ability to work at a productive pace without sacrificing quality. Self-motivated and able to work effectively both independently and as part of a team. Professional Characteristics: Positive, service-oriented mindset with a natural ability to make guests feel welcome. Excellent communication and interpersonal skills. Punctual, dependable, and proactive in maintaining cleanliness standards. Approachable and team-oriented with a willingness to assist across departments as needed. Takes initiative and follows through on assignments with minimal supervision. Able to prioritize tasks and manage time efficiently in a fast-paced environment. Physical Requirements: Must be able to stand for extended periods. Ability to lift up to 25 lbs occasionally. Must be able to perform repetitive tasks and handle guest luggage when needed. Work Authorization: Must be eligible to work in the United States. EEO Statement: Main Street Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law. Main Street Hospitality Values: We are kind to one another We embrace change We invest in community We act with integrity We take responsibility for our actions I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in the job description. I can perform the essential functions of this job as listed above, with or without reasonable accommodation.