Free template · Retail & Hospitality

Hotel Front Desk Agent job description template

A hotel front desk agent checks guests in and out, manages reservations, answers questions, and resolves problems during a guest's stay. They are the face of the property and coordinate with housekeeping, maintenance, and management to keep guests comfortable. Copy this template, replace the bracketed parts, then run it through the free JD Analyzer.

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Hotel Front Desk Agent

About the role

[Company Name] is looking for a welcoming Hotel Front Desk Agent to create great first and last impressions for our guests. You will handle check-ins and check-outs, manage reservations, answer questions, and solve problems with a smile. If you enjoy hospitality and staying calm when things get busy, join our team.

Responsibilities

Check guests in and out efficiently and accurately
Manage reservations, room assignments, and changes in the property management system
Process payments, deposits, and folio adjustments
Answer phone calls, emails, and guest requests
Share information about the property and local area
Resolve guest concerns and coordinate with housekeeping and maintenance
Protect guest privacy and follow key and security procedures
Balance cash and complete shift or night audit reports
Follow emergency and safety procedures

Requirements

Customer service or hospitality experience
Friendly, professional communication in person and by phone
Ability to stay calm and solve problems with upset guests
Comfort with computers and willingness to learn a property management system
Accuracy with payments and cash handling
Ability to work scheduled shifts, which may include overnights, weekends, and holidays

Nice to have

Experience with Opera, Cloudbeds, or another PMS
Night audit experience
Bilingual skills that match your guest base
Knowledge of the local area and attractions

Pay

[Pay range] · [Benefits summary]

Pay transparency

Many states, including CA, CO, NY, WA, and IL, require a good-faith pay range in job postings, so check your state's rules and include the hourly range.

See the rules for your state in HR laws by state.

Write a more inclusive posting

Avoid 'polished appearance' or 'attractive' language; describe a uniform or dress code neutrally
Ask for 'clear communication with guests' rather than 'native English speaker'
Do not require standing for the full shift unless essential; many desks accommodate stools

Hiring a hotel front desk agent?

Prepare the interview too: 15 questions, red flags and questions to avoid.

Hotel Front Desk Agent interview questions

Frequently asked questions

What questions should I ask a hotel front desk candidate?

Ask about handling reservation errors, upset guests, privacy requests, and emergencies. Role-plays of a check-in and a complaint reveal hospitality skills quickly.

Do front desk agents need hotel experience?

Not always. Strong customer service from retail or restaurants often transfers well, and PMS software can be taught, so consider listing hotel experience as a nice-to-have.

How should I describe overnight shifts in the job description?

State the shift times and whether night audit duties are included. Clear schedules help candidates self-select and reduce early turnover.

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