Shift: AM (7:00 AM – 3:00 PM) and PM (3:00 PM – 11:00 PM)

Position Summary

The Front Desk Attendant is responsible for providing exceptional guest service while ensuring the smooth and efficient operation of the hotel's front desk. This position serves as the primary point of contact for guests throughout their stay and is responsible for handling check-ins, check-outs, reservations, guest inquiries, payments, and general front office operations.

The ideal candidate is professional, dependable, organized, detail-oriented, and capable of working independently while maintaining a welcoming and accommodating environment for guests.

Essential Duties and Responsibilities

1. Guest Services

• Greet all guests promptly and professionally, providing a warm and welcoming first impression.

• Check guests in and out accurately and efficiently.

• Verify guest identification, reservation details, payment methods, and required registration information.

• Respond to guest questions, requests, and concerns in a courteous and timely manner.

• Resolve guest complaints within the scope of authority and escalate issues to management when necessary.

• Maintain guest confidentiality and protect sensitive guest information.

• Communicate hotel amenities, policies, hours of operation, and available services to guests.

• Assist guests with special requests, room preferences, and accommodations when possible.

• Maintain a professional appearance and demeanor at all times.

2. Reservations and Room Management

• Create, modify, and cancel reservations according to hotel policies.

• Review arrivals, departures, stayovers, and room availability throughout the shift.

• Assign rooms appropriately and coordinate with housekeeping regarding room status and special requests.

• Monitor reservation accuracy and communicate discrepancies to management.

• Follow hotel procedures for walk-in guests, extensions, early arrivals, late departures, and room changes.

• Maintain accurate guest profiles and reservation notes in the property management system.

• Communicate relevant guest requests and reservation information to the appropriate departments.

3. Payments and Front Desk Transactions

• Process guest payments, deposits, refunds, and other authorized transactions accurately.

• Verify payment information and follow established credit card authorization procedures.

• Maintain an accurate cash drawer and complete required cash-handling procedures.

• Follow hotel policies regarding billing, direct billing, payment discrepancies, and account adjustments.

• Review guest folios for accuracy and assist with billing questions.

• Report discrepancies, suspicious transactions, or payment concerns to management promptly.

• Complete required shift paperwork and maintain accurate records of transactions.

4. Front Desk Operations and Communication

• Monitor the front desk phone, respond to incoming calls, and direct calls appropriately.

• Check and respond to hotel emails and other designated communication channels.

• Maintain accurate shift notes and communicate important information to the incoming shift.

• Review the shift log, pass-on notes, and outstanding tasks at the beginning of each shift.

• Communicate effectively with housekeeping, maintenance, management, and other hotel departments.

• Follow established procedures for guest incidents, emergencies, safety concerns, and unusual occurrences.

• Maintain awareness of hotel occupancy, arrivals, departures, and operational needs.

• Complete assigned checklists and other required documentation before the end of the shift.

5. Hotel Appearance and Cleanliness

• Maintain a clean, organized, and professional front desk and lobby area.

• Keep the front desk free of clutter and ensure guest-facing areas remain presentable.

• Restock front desk supplies and report shortages to management.

• Monitor the lobby, public restrooms, and other assigned areas for cleanliness.

• Complete assigned cleaning and organizational tasks according to the hotel's daily checklist.

• Report maintenance issues, safety hazards, and equipment problems promptly.

• Ensure promotional materials, informational displays, and guest supplies are neat and accessible.

6. Safety, Security, and Hotel Policies

• Follow all hotel policies, procedures, and brand standards.

• Protect guest privacy and never disclose guest room numbers or confidential information to unauthorized individuals.

• Follow established procedures for handling keys, access credentials, cash, and sensitive documents.

• Report suspicious activity, security concerns, accidents, and guest incidents to management.

• Understand emergency procedures, including fire alarms, evacuations, and other emergency situations.

• Follow proper procedures for lost and found items.

• Maintain professional boundaries with guests and coworkers.

• Complete all required training and comply with applicable safety and workplace requirements.

AM Shift Responsibilities (7:00 AM – 3:00 PM)

In addition to the essential duties listed above, the morning Front Desk Attendant is responsible for:

• Reviewing pass-on notes and outstanding issues from the overnight shift.

• Assisting departing guests with check-out and resolving billing questions.

• Reviewing the day's arrivals, departures, and room availability.

• Communicating departing rooms and special housekeeping requests to the housekeeping team.

• Monitoring room readiness and coordinating early check-ins when possible.

• Responding to guest requests and questions throughout the morning.

• Reviewing reservations, payment information, and other guest details as needed.

• Preparing the front desk for the afternoon arrival period.

• Providing a complete and accurate shift handoff to the PM Front Desk Attendant.

PM Shift Responsibilities (3:00 PM – 11:00 PM)

In addition to the essential duties listed above, the evening Front Desk Attendant is responsible for:

• Reviewing pass-on notes and outstanding issues from the morning shift.

• Preparing for and managing the afternoon and evening arrival period.

• Checking arriving guests in promptly and accurately.

• Handling guest requests, room changes, service concerns, and complaints as they arise.

• Monitoring the lobby and public areas throughout the evening.

• Completing assigned evening cleaning, restocking, and organizational duties.

• Reviewing the next day's arrivals and departures as assigned.

• Communicating unresolved guest concerns, maintenance issues, and operational matters to the appropriate team member.

• Preparing the front desk for the overnight shift and providing a complete shift handoff.

Qualifications and Skills

• Previous customer service or hospitality experience preferred.

• Previous hotel front desk experience is an advantage.

• Strong verbal and written communication skills.

• Professional, friendly, and service-oriented attitude.

• Basic computer skills and the ability to learn hotel software and property management systems.

• Strong attention to detail and accuracy when handling reservations, payments, and guest information.

• Ability to multitask and prioritize responsibilities in a fast-paced environment.

• Dependable attendance and punctuality.

• Ability to work independently and follow established procedures.

• Ability to handle difficult guest interactions calmly and professionally.

• Willingness to assist other departments when reasonably needed.

Performance Expectations

Front Desk Attendants are expected to:

• Arrive on time and be prepared to begin their scheduled shift.

• Follow the posted work schedule and established attendance policies.

• Complete all assigned duties and checklists accurately and within the required time frame.

• Provide consistent, professional guest service.

• Follow hotel policies, procedures, and brand standards.

• Maintain accurate records and communicate important information between shifts.

• Take responsibility for assigned tasks and report issues honestly and promptly.

• Maintain a clean, organized, and professional work environment.

• Ask for assistance when a situation exceeds their authority or training.

• Demonstrate teamwork, accountability, and a willingness to learn.

Working Conditions

• Work is performed primarily at the hotel front desk and in designated guest-facing areas.

• The position requires extended periods of standing or sitting, computer use, telephone communication, and interaction with guests.

• The role may require occasional lifting or moving of supplies within the hotel's established safety guidelines.

• Evening, weekend, and holiday availability is required.

• Employees may be required to respond to guest concerns or unexpected operational issues during their shift.