Hotel Front Desk Agent / Guest Services Agent / Reservations Agent

Role Description

Provide welcoming, efficient support throughout the guest journey, from booking enquiries to departure. Maintain accurate reservations and guest records, coordinate requests, and work with hotel teams to deliver a positive stay.

Key Responsibilities

• Respond to guest enquiries in person, by telephone, email, and approved booking channels.
• Provide accurate information about rooms, rates, facilities, policies, and local services.
• Maintain guest profiles, reservation details, preferences, and special requests.
• Coordinate with housekeeping, maintenance, food and beverage, and other departments.
• Handle routine concerns professionally and escalate unresolved or sensitive matters.
• Process authorized payments, deposits, refunds, and billing adjustments accurately.
• Explain charges, cancellation conditions, and relevant booking terms clearly.
• Maintain shift records and communicate outstanding matters during handovers.
• Protect guest information and follow identity verification and key issuance procedures.
• Recommend relevant room upgrades or hotel services without overstating availability.
• Follow emergency procedures and report safety or security concerns promptly.
Role-Specific Responsibilities
• Hotel Front Desk Agent: Manage check-in and check-out, verify booking and payment details, assign rooms within guidelines, issue keys, and reconcile assigned transactions.
• Guest Services Agent: Coordinate guest requests, amenities, luggage assistance, and local recommendations. Follow up on service recovery and special arrangements.
• Reservations Agent: Create, amend, and cancel reservations; check availability and rate conditions; and coordinate group or special bookings with relevant teams.
Qualifications
• Clear communication, listening, and interpersonal skills.
• A courteous, patient, and guest-focused approach.
• Strong organizational skills and attention to detail.
• Basic numerical skills and confidence handling payments and billing queries.
• Ability to manage multiple requests and remain calm during busy periods.
• Familiarity with digital systems and willingness to learn hotel software.
• Reliability, teamwork, and discretion with personal information.
• A relevant school qualification, hospitality training, or equivalent practical experience.
• Entry-level candidates may be considered where training is provided.
• Availability for shifts, weekends, overnight duties, or public holidays as required.
Preferred Qualifications
• Experience in hospitality, reception, reservations, or customer service.
• Familiarity with property management systems, booking platforms, or point-of-sale tools.
• Experience handling complaints and resolving service issues.
• Knowledge of local attractions, transport, and hotel services.
• Additional language skills relevant to the guest base.
Scope by Role
• Hotel Front Desk Agent: Focuses on arrival, departure, room administration, and front desk transactions.
• Guest Services Agent: Focuses on guest assistance, requests, and the overall stay experience.
• Reservations Agent: Focuses on booking accuracy, availability enquiries, and reservation changes.