Front Desk Agent AM

PURPOSE

The Front Desk Clerk is responsible for handling guest check-ins and check-outs, managing room assignments, and responding to inquiries and concerns in a friendly and professional manner. This

role aims to maximize guest satisfaction by efficiently handling transactions, maintaining accurate records, and following Standard Operating Procedures (SOPs) and Local Standard Operating

Procedures

RESPONSIBILITIES

Essential Job Functions

• Manage guest registration and room assignments, accommodating special requests whenever possible to enhance guest satisfaction. (10%)
• Preregister, block, and manage reservations, following hotel rate structures, discounts, and sales strategies. (10%)
• Process guest checkins and checkouts in accordance with hotel credit and cash handling policies, providing friendly and efficient service. (50%)
• Resolve guest complaints and assist with inquiries related to hotel services, local attractions, checkcashing policies, safety deposit boxes, and directions. (15%)
• Cancel room reservations as needed, ensuring proper procedures are followed. (5%)
• Escort and walk guests in a courteous and professional manner when necessary. (5%)

Non-Essential Functions (5%)

• Inventory guest room keys according to hotel policy and request rekeying as needed.
• Assist with bell services, PBX operations, and reservations during peak times or in the absence of designated staff.
• Verify registration cards against the computer system to ensure accurate guest

information, payment types, and reservation details.

KNOWLEDGE AND SKILLS

Education:

• High school diploma or equivalent experience required.

Experience:

• Three months to one year of experience in a related front desk or hospitality role is

preferred.

Skills and Abilities:

• Basic knowledge of front desk operations, hotel services, policies, and procedures, with the ability to learn on the job.
• Familiarity with computer equipment and reservation systems, along with the ability to resolve minor technical issues or know whom to contact for assistance.
• Strong verbal communication skills in English; a second language is preferred.
• Ability to handle cash accurately and perform basic math.

Supervision: None

Travel Required: None

Hours Required: 8-hour shift; days and times may vary based on operational needs.

Position: Front Desk Clerk

Department: Front Office

Reports To: Front Office Manager

ENVIRONMENT

Physical Job Requirements

• Lifting/Pushing/Pulling/Carrying: Up to 25% of the shift may involve pulling out cash drawers, key drawers, and safety deposit boxes.
• Bending/Kneeling: Occasional bending and kneeling may be required to retrieve safety deposit boxes and cash drawers (approximately 25% of the shift).
• Standing/Walking: Continuous standing required to attend to guest needs, accounting for

approximately 95% of the shift.

Work Environment

• Inside/Outside: Primarily indoors, covering 100% of an 8hour shift.
• Temperature Exposure: None.

Communication

• Hearing and Vision: Critical for oneonone guest communication and reviewing reservation details.
• Speech: Required for clear communication with guests, especially during checkin/checkout procedures.

Safety and Equipment

• Chemicals/Agents: None.
• Equipment Operation: Regular use of computer (75% of shift), telephone (25% of shift),

printer (25% of shift), and calculator (10% of shift).

ADDITIONAL RESPONSIBILITIES

• Carry out any other duties as assigned by the Supervisor or Front Office Manager to

support hotel operations and guest satisfaction.

BENEFITS

• Competitive hourly wage with opportunities for tips.
• Access to hotel discounts and perks.
• Training and development opportunities for growth within the Front Office and Hospitality

sectors

About Zieg Hospitality Corporation

Welcome to Zieg Hospitality Corporation, where passion meets purpose in the world of hospitality. As a growing leader in hotel management, we are committed to creating memorable guest experiences, fostering a culture of innovation, and empowering our associates to thrive. At Zieg, we believe that investing in our team is the key to our success, offering opportunities for professional growth, collaboration, and leadership. Our mission is driven by three core pillars: strengthening our culture through associate development, driving consumer choice for our hotels, and maximizing owner value. Join us and be part of a dynamic team that values diversity, celebrates achievements, and inspires excellence every day. Together, we’re not just building hotels—we’re building careers and unforgettable guest journeys.