Hotel Front Desk Agent

Job Description

Job Description

Title: Front Desk Agent
Location: Hotel Royal, Long Beach, CA
Job Type: Part-Time - On Call
Reports To: Manager, Assistant Manager

Overview We are a warmly run, family-owned boutique hotel dedicated to delivering personalized, memorable experiences. As a Front Desk Agent, you are the welcoming face of our property, responsible for creating a genuine, first-class guest experience from arrival through departure. You will combine professional hospitality with a personal touch that reflects our family ethos and intimate, boutique atmosphere.

Key Responsibilities Guest Reception and Check-In/Check-Out

• Welcome guests with a friendly, professional demeanor and assist with check-in and check-out using the property management system (PMS).
• Verify guest reservations, collect payment, issue room keys, and provide accurate information about local attractions, dining options, and hotel services.
• Manage late arrivals, early arrivals, and express check-in/out when appropriate, ensuring a seamless guest experience.
• Uphold security and privacy by following proper ID verification, handling of credit cards, and safeguarding guest information.

Guest Services and Concierge

• Anticipate guest needs and respond promptly to requests for information, directions, transportation, and special arrangements.
• Assist guests with luggage, parcel handling, wake-up calls, and room changes when necessary.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and ensure rooms are ready for occupancy.
• Provide local recommendations for dining, events, tours, and activities aligned with guest preferences.

Reservations and Communication

• Manage room reservations via the PMS, online travel agencies (OTAs), and phone/email inquiries.
• Update and maintain accurate availability calendars; upsell upgrades and add-ons when appropriate.
• Communicate guest preferences, special requests, and VIP notes to relevant departments to personalize stays.

Administrative and Operational Duties

• Maintain a clean, organized, and welcoming front desk area, lobby, and public spaces.
• Process guest folios, invoices, and payments; handle cash drawer with accuracy and accountability.
• Prepare daily reports, audits, and reconciliations; ensure accuracy of room rates and charges.
• Manage and respond to guest feedback, reviews, and inquiries in a timely and professional manner.

Brand and Service Standards

• Represent the hotel’s family-owned ethos by delivering warm, personalized, and respectful service.
• Maintain brand standards, dress code, and professional appearance at all times.
• Uphold safety and security protocols, including emergency procedures and incident reporting.

Cleanliness

• Maintain cleanliness and sanitary conditions in the lobby, front desk work area, business center, and, as needed, the community kitchen and surrounding public spaces.
• Wipe down surfaces, sanitize high-touch areas, organize supplies, and ensure trash/recycling are properly managed.
• Report maintenance or safety hazards promptly and coordinate with housekeeping for deep cleaning schedules when required.
• Ensure guest-facing areas reflect a welcoming, orderly appearance at all times.

Communication and Teamwork

• Effectively communicate with all departments to ensure a seamless guest experience.
• Collaborate with management to identify opportunities for service improvements and guest delight.
• Participate in pre-shift and post-shift briefings to stay informed about events, occupancy, and any special notes.

Problem Solving and Conflict Management

• Handle guest concerns, complaints, and conflicts with tact, empathy, and a sense of urgency.
• Escalate issues to supervisors when necessary and document resolutions in the guest profile or PMS.

Qualifications

• High school diploma or equivalent; hospitality or customer service certification preferred.
• Minimum 1 year of front desk, guest services, or hospitality experience (hotel experience preferred; boutique hotels a plus).
• Proficiency with property management systems (PMS) and reservation platforms; familiarity with OTAs is a plus.
• Basic bookkeeping and cash handling skills; ability to prepare simple reports.
• Strong computer skills (MS Office or Google Workspace) and comfortable with technology.
• Excellent communication and interpersonal skills; fluent in [languages as needed].
• Positive attitude, reliability, punctuality, and a genuine hospitality mindset.
• Knowledge of Downtown Long Beach, including restaurants, transit (Metro), attractions, and activities; ability to provide accurate, current recommendations to guests.
• Ability to multi-task, remain calm under pressure, and adapt to changing guest needs.
• Availability to work varied shifts, including weekends, holidays, and evenings as required.

Physical Requirements

• Ability to stand for extended periods and assist guests with luggage when needed.
• Lift/move up to 50 pounds; navigate stairs if applicable.
• Flexible schedule to accommodate hotel occupancy patterns.

Preferred Qualifications

• Experience in a family-owned or boutique hotel environment.
• Basic knowledge of local languages to assist international guests.

Working Conditions

• Fast-paced, guest-focused environment with a warm, intimate atmosphere.
• Exposure to various weather conditions when assisting guests outdoors (valet, shuttle, etc., if applicable).

Compensation

• Competitive hourly wage or base pay plus service charges/tips where applicable.

How to Apply

• Please submit your resume and a brief cover letter detailing your hospitality experience and why you’d be a good fit for our family-owned boutique hotel.
• Include references or letters of recommendation if available.