Front Desk Agent job description template

Front desk agents check guests in and out, answer the phone, take reservations and handle whatever comes up during a stay. At a small hotel or inn they're often the only staff member a guest talks to, so the best posts are clear about which shifts you need covered, including overnights, and whether agents work the desk alone.

Post this job free

Front Desk Agent

Full-time
Your Company is hiring a friendly, organized front desk agent to welcome our guests and keep the desk running smoothly. You'll check guests in and out, manage reservations, answer calls and emails, and point people toward the best places to eat and explore nearby. When something goes wrong, you'll be the calm person who makes it right. Hotel experience is a plus, but strong customer service skills matter most.

What you’ll do

  • Check guests in and out, confirm reservation details and take payments accurately
  • Answer phone calls, emails and online messages, and book or change reservations
  • Update our reservation system so room availability stays accurate across booking sites
  • Coordinate with housekeeping so rooms are ready on time and room status is current
  • Recommend local restaurants and attractions, and give clear directions to guests
  • Handle guest complaints and requests calmly, and bring in a manager when needed
  • Balance the cash drawer and complete shift reports and handoff notes
  • Keep the lobby, breakfast area and front desk neat and welcoming

What we’re looking for

  • Friendly, clear communication in person, on the phone and in writing
  • Comfortable using a computer and learning new reservation software
  • Accurate with cash, card payments and guest information
  • Able to stay calm and solve problems when guests are frustrated
  • Available for evening, weekend and holiday shifts as scheduled

Nice to have

  • Experience with a hotel property management system such as Cloudbeds, Little Hotelier or Opera
  • Previous hotel, hospitality or customer service experience
  • Able to speak a second language with guests
  • Good knowledge of our town's attractions and restaurants

Schedule

Full-time shifts covering mornings, evenings or overnights, including weekends and holidays. We post the schedule two weeks ahead and try to keep your shifts consistent.

What we offer

  • Paid training on our reservation system and guest procedures
  • Free breakfast and coffee on shift
  • Discounted room nights at our property
  • Paid time off and holiday pay

Add your pay, location and schedule when you post. Jobs that show pay get noticeably more applicants.

Screening questions for a front desk agent

Ask these on the application form to sort applicants quickly. They’re added automatically when you post this template.

  • Are you available to work evening, overnight or weekend shifts?Yes / No · required
  • Where have you worked in hotels, hospitality or customer service?Short answer · required
  • Tell us about a time you turned an unhappy customer into a satisfied one.Paragraph

Front Desk Agent interview questions

  1. A guest arrives late at night and we've overbooked their room type. What do you do?
  2. How would you handle a guest who's upset about noise from the room next door?
  3. The phone is ringing, two guests are waiting to check in and housekeeping needs an answer. How do you prioritize?
  4. Which reservation, booking or point-of-sale systems have you used?
  5. What would you recommend to a guest visiting our town for the first time?
  6. How do you make sure cash and card payments balance at the end of a shift?
  7. Which shifts can you reliably work, and how do you feel about overnights?

Tips for hiring a front desk agent

  • Do the first screen by phone. Many guests talk to your front desk on a call before they ever arrive, so how a candidate sounds matters.
  • Role-play a tough check-in, like a guest whose room isn't ready yet. You'll see quickly how they handle pressure.
  • Be upfront in the post about overnight shifts and working the desk alone so you don't lose new hires in their first week.
  • Look at candidates from retail, restaurants and call centers. Customer service skills carry over, and your reservation system can be taught.