Job Description

POSITION PURPOSE:

Casa Cipriani Hotel is seeking a dynamic and professional Front Desk Agent to provide exceptional customer service to all guests. As the first point of contact for our guests, you will be responsible for creating a welcoming and memorable experience while ensuring the smooth operation of the front desk. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

ESSENTIAL FUNCTIONS AND DUTIES:

• Greet and welcome guests in a friendly and professional manner upon arrival.
• Check guests in and out efficiently, ensuring all information is accurately entered into the system.
• Provide guests with information about hotel amenities, services, and local attractions.
• Answer phone calls and respond to inquiries in a courteous and timely manner.
• Handle reservations, changes, and cancellations, ensuring accuracy and availability.
• Address guest concerns or complaints promptly, resolving issues to maintain guest satisfaction.
• Assist with luggage handling and special requests, ensuring a high level of guest comfort.
• Maintain a clean and organized front desk area, ensuring it is presentable at all times.
• Process payments, handle cash, and prepare billing for guests at check-out.
• Collaborate with housekeeping, maintenance, and other departments to ensure a seamless guest experience.
• Monitor and update the room availability and reservation system to reflect real-time status.
• Ensure all guest information is kept confidential and follows hotel policies and procedures.
• Uphold Casa Cipriani’s standards of hospitality, promoting a luxurious experience for each guest.

KNOWLEDGE, EXPERIENCE AND SKILLS

• High school diploma or equivalent required.
• Previous hotel front desk or customer service experience preferred.
• Proficient in using hotel management software (experience with Opera, Mews, or similar systems a plus).
• Strong communication skills, both verbal and written.
• Exceptional attention to detail and ability to multi-task.
• Ability to remain calm and efficient under pressure.
• Friendly, approachable, and customer-focused demeanor.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Fluency in multiple languages is a plus.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Ability to sit or stand for extended periods.
• Occasional lifting of up to 25 pounds.
• Must be able to work in a fast-paced, high-pressure environment.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

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