Front Desk Agent

$20.00–$22.00/hour | Part-Time

Join our hospitality team as a Front Desk Agent and play an important role in creating memorable guest experiences at The Westgate Hotel. As a primary point of contact for our guests, you will oversee daily front desk operations, including reservations, check-ins and check-outs, billing, guest requests, and service recovery, while ensuring a seamless and welcoming experience throughout each guest's stay.

In addition to providing exceptional guest service, this role supports the overall operations of the Guest Experience department through administrative tasks, group reservation management, commission tracking, transportation coordination, and departmental reporting. The ideal candidate is organized, dependable, guest-focused, and comfortable using hotel property management systems, particularly OPERA PMS. A collaborative attitude, attention to detail, and a genuine passion for hospitality are essential to success in this role.

What Your Day-to-Day Looks Like:

- Welcome guests warmly and provide personalized, attentive service throughout their stay.

- Manage guest check-ins and check-outs, ensuring accuracy and efficiency in all transactions.

- Utilize OPERA PMS to manage reservations, room assignments, guest profiles, billing, folios, and other front desk functions.

- Process payments, review guest accounts, and assist with billing questions and corrections.

- Assist with group reservations, rooming lists, group blocks, and special billing requests.

- Respond to guest inquiries, requests, and concerns in a timely and professional manner.

- Provide knowledgeable assistance with concierge services, transportation arrangements, dining recommendations, and local attractions.

- Support Guest Experience Managers with administrative and operational tasks, including:

- Commission payment tracking and processing.

- AA group block management.

- Daily and weekly sign-in sheets.

- Transportation scheduling and reporting.

- Monitor and follow up on guest requests and outstanding items within the GE Log to ensure timely resolution.

- Assist with training and onboarding new Front Desk Agents, as needed.

- Support service recovery efforts by addressing guest concerns professionally and escalating issues when appropriate.

- Assist with night audit operations and maintain the ability to work at least two night audit shifts per month.

- Maintain accurate records, clear communication, and organized front desk operations.

- Work collaboratively with other hotel departments to ensure a seamless guest experience.

- Maintain professionalism, attention to detail, and consistent adherence to luxury hospitality standards.

- Perform additional duties as assigned to support Front Office operations.

What Were Looking For:

- High school diploma or equivalent required; hospitality or business education preferred.

- Previous front desk experience in a hotel environment preferred.

- Experience in an upscale or luxury hotel environment strongly preferred.

- Familiarity with OPERA PMS or other hotel property management systems preferred.

- Basic understanding of hotel reservations, billing, guest services, and front office operations.

- Strong customer service and interpersonal skills.

- Excellent verbal and written communication skills.

- Strong organizational skills and attention to detail.

- Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.

- Positive attitude, professional demeanor, and a genuine desire to provide exceptional guest service.

- Ability to work independently and collaboratively as part of a team.

- Night audit experience preferred, or willingness to be trained and scheduled for overnight shifts.

- Flexible availability, including evenings, weekends, holidays, and overnight shifts as required .

Success Measures

- Consistently delivering exceptional guest service and positive guest experiences.

- Accuracy and efficiency in reservations, check-ins, check-outs, and billing transactions.

- Timely and professional handling of guest requests and concerns.

- Completion of assigned administrative and operational responsibilities.

- Effective communication and collaboration with hotel departments.

- Responsiveness and follow-through on guest requests and GE Log items.

- Consistent adherence to hotel policies, procedures, and luxury service standards.

Benefits & Perks

- Medical, Dental, Vision, and Voluntary Benefits.

- 401(k) Retirement Plan.

- Wellness and Employee Assistance Program.

- PerkSpot Employee Discount Program.

- Hotel Stay Discounts.

- Employee Meals.

- AquaVie Fitness & Spa Membership Discount.

- Training and Career Growth Opportunities.

- Discounts at Grand America Hotels & Resorts properties.

- Convenient access to trolley station and downtown bus routes.

Our Culture

We believe in "People First and Guests Always." We are committed to creating a supportive work environment where team members are valued, respected, and empowered to deliver memorable guest experiences. We take pride in fostering a culture of teamwork, accountability, and genuine hospitality.

Physical Requirements

- Ability to stand and walk for extended periods throughout the shift.

- Ability to lift, carry, push, or pull up to 25 pounds occasionally.

- Ability to bend, stoop, reach overhead, and frequently handle objects.

- Ability to work in a fast-paced hospitality environment with varying levels of guest interaction and activity.

Additional Information

This is a full-time, non-exempt hourly position with a pay range of $20.00–$22.00 per hour. A flexible schedule is required based on business needs, including evenings, weekends, holidays, and overnight shifts.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is intended to describe the general nature and level of work being performed. Duties and responsibilities may change at any time based on business needs