Description
The Front Desk Agent serves as the first point of contact for guests, delivering exceptional customer service and ensuring a smooth check-in, check-out, and overall stay experience. This role requires professionalism, attention to detail, and the ability to multitask in a fast-paced hospitality environment while upholding the hotel and Brand’s service standards.
- Greet and welcome guests upon arrival with a friendly and professional demeanor.
- Perform accurate check-in and check-out procedures.
- Answer and direct phone calls, handle guest inquiries, and provide information about hotel services, amenities, and local attractions.
- Secure the guest’s method of payment, issue room keys, and maintain accurate records in the property management system.
- Resolve guest complaints promptly and effectively, escalating issues when necessary.
- Coordinate with housekeeping and maintenance to ensure rooms are ready and guest requests are fulfilled.
- Maintain lobby and front desk area cleanliness and organization.
- Follow security procedures, monitor guest access, and report any suspicious activity.
- Assist with reservations, cancellations, and modifications.
- Promote hotel services and amenities to enhance guest satisfaction.
- Some properties may require driving hotel shuttle or guest cars to support valet service.
Requirements
Requirements:
- High school diploma or equivalent; hospitality or customer service training preferred.
- Previous experience in a front desk, reception, or customer service role desirable.
- Strong communication, problem-solving, and interpersonal skills.
- Proficiency with computers and reservation/property management systems (PMS experience a plus).
- Ability to remain calm and professional under pressure.
- Flexible schedule availability, including evenings, weekends, and holidays.
- Some locations may require a Drivers’ License and insurability to operate company vehicles
- Bilingual skills are a plus.
Physical Requirements:
- Ability to stand for extended periods (up to 8 hours).
- Frequent use of hands and arms for typing, phone handling, and guest interactions.
- Occasionally lift or carry items up to 25 pounds (luggage or supplies).
- Ability to bend, stoop, and reach as required.
- Clear verbal communication and professional appearance at all times.
Skills Required
- High school diploma or equivalent
- Hospitality or customer service training
- Previous front desk, reception, or customer service experience
- Strong communication, problem-solving, and interpersonal skills
- Computer proficiency
- Reservation or property management system experience
- Ability to remain calm and professional under pressure
- Flexible availability for evenings, weekends, and holidays
- Driver’s license and insurability to operate company vehicles, where required
- Bilingual skills
- Ability to stand for extended periods, up to eight hours
- Ability to occasionally lift or carry up to 25 pounds
- Ability to bend, stoop, and reach as required
- Clear verbal communication and professional appearance
What We Do
Founded in 2003, PEG Companies is a vertically integrated commercial real estate investment and development firm. The company partners with institutions, family offices, and individuals to execute transformative real estate strategies that deliver long-term community impact, focusing on opportunistic and value-add opportunities. They manage all aspects of real estate projects, including financing, planning, design, construction, leasing, and ongoing property management.
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