Job Title: Front Desk Agent

Department: Front Office
Reports To: Front Office Manager / Supervisor
FLSA Status: Non-Exempt
Location: Warwick Rittenhouse Hotel

Job Summary:

The Front Desk Agent is the first point of contact for guests and plays a key role in delivering a warm, welcoming, and efficient check-in/check-out experience. This role requires excellent communication skills, a service-first attitude, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

• Greet and welcome guests in a friendly and professional manner

• Perform check-in and check-out procedures accurately and efficiently

• Manage reservations and room assignments using property management systems (PMS)

• Handle guest inquiries, requests, and complaints promptly and professionally

• Answer phones, direct calls, and provide hotel information as needed

• Maintain an organized and clean front desk area

• Process payments, post charges, and provide receipts

• Coordinate with housekeeping and maintenance for room readiness and guest needs

• Ensure security and confidentiality of guest information

• Uphold all hotel policies and procedures

• Assist with guest luggage or special needs as required

Qualifications:

• High school diploma or equivalent

• Prior hotel or customer service experience preferred

• Proficient in using computers and hotel software (e.g., Opera, Lightspeed, or similar PMS)

• Strong communication and interpersonal skills

• Ability to remain calm under pressure

• Excellent organizational and multitasking abilities

• Flexible availability, including nights, weekends, and holidays

Physical Requirements:

• Stand or walk for extended periods

• Lift up to 25 lbs occasionally

• Use of hands to operate office equipment