Job Title: Front Desk Agent

Location: Twelve Hotels & Residences Midtown – Atlanta, GA

Reports To: Front Office Manager / Assistant General Manager

Job Summary:

As a Front Desk Agent at Twelve Hotels & Residences Midtown, you are the first point of contact for our guests and a key part of delivering exceptional service. You will greet guests with a warm welcome, handle check-ins and check-outs efficiently, and assist with a variety of guest needs throughout their stay. Your professionalism, local knowledge, and attention to detail will contribute to a seamless and memorable guest experience.

Key Responsibilities:

Warmly welcome guests upon arrival and provide prompt, courteous service throughout their stay

Perform check-in, check-out, and room assignment procedures accurately and efficiently

Respond to guest inquiries, requests, and complaints in a professional and timely manner

Maintain up-to-date knowledge of hotel services, amenities, room features, and promotions

Handle incoming calls, emails, and reservations with a customer-first approach

Post charges, process payments, and balance cash drawer at the end of each shift

Coordinate with Housekeeping and Maintenance teams to ensure guest satisfaction

Communicate effectively with team members and other departments to ensure smooth operations

Follow all safety, security, and company procedures and policies

Represent the Twelve brand with professionalism, integrity, and hospitality

Qualifications:

Prior hotel front desk or customer service experience preferred

Proficient with hotel systems (preferably Opera PMS or similar) and Microsoft Office Suite

Excellent verbal and written communication skills

Strong problem-solving skills and attention to detail

Ability to remain calm and professional under pressure

Flexible schedule, including evenings, weekends, and holidays

High school diploma or equivalent required

What We Offer:

Competitive hourly rate and incentive opportunities

Health, dental, and vision insurance (for eligible employees)

Paid time off and holiday pay

Hotel discounts at Twelve and partner properties

A collaborative and inclusive work environment