Job Summary

The Front Office Agent is responsible for providing exceptional guest service and ensuring smooth front desk operations. This role involves greeting guests, managing reservations, handling guest inquiries, processing payments, and maintaining accurate records while creating a welcoming and professional environment for all guests.

Key Responsibilities:

- Greet guests in a friendly, professional, and courteous manner and provide exceptional customer service at all times.
- Check guests in and out of the hotel following established hotel procedures and standards.
- Register arriving guests, assign rooms, and issue room keys or access cards.
- Make, modify, and cancel reservations while ensuring all booking details are accurate and up to date.
- Answer incoming phone calls and respond to guest inquiries promptly and professionally.
- Assist guests with requests, concerns, and special accommodations during their stay.
- Provide accurate information regarding hotel services, amenities, policies, and local attractions.
- Process guest payments including cash, debit, credit card, and direct billing transactions.
- Prepare and present guest folios and billing statements upon departure and ensure accurate payment processing.
- Maintain accurate records of room availability, reservations, guest accounts, and room assignments.
- Handle guest complaints or concerns professionally and escalate issues to management when necessary.
- Perform daily accounting duties including posting charges, balancing transactions, data entry, and reconciliation.




- Complete end-of-shift audit procedures and generate required reports accurately and on time.
- Coordinate and communicate effectively with housekeeping, maintenance, and other departments to ensure guest satisfaction.
- Monitor lobby and front desk areas to maintain cleanliness, organization, and professionalism.
- Follow hotel safety, security, and emergency procedures to ensure the safety of guests, staff, and hotel property.
- Maintain confidentiality of guest and hotel information.
- Attend training sessions and staff meetings as required.
- Perform other duties as assigned by management.

Qualifications

- Excellent verbal and written communication skills.
- Robust customer service and interpersonal skills.
- Basic knowledge of accounting and cash-handling procedures.
- Proficiency in computer systems and hotel management software such as OPERA and Microsoft Outlook.
- Ability to understand and follow verbal and written instructions.
- Ability to accurately post, balance, and reconcile charges and payments.
- Strong organizational skills and attention to detail.
- Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
- Ability to remain professional and composed under stressful situations.
- Flexible availability, including evenings, weekends, holidays, and overnight shifts when required.
- Maintain high standards of personal appearance, grooming, and professionalism.
- Basic math, reading, and writing skills.
- Ability to work independently and as part of a team.

📌 Front Office Agent - Hotel (Canada)
🏢 Dakota Dunes Resort
📍 Canada