Front Desk Agent

Overland Park, KS, USA|Onsite

Job Overview

Employment Type

Temporary

Full-time

Part-time

Work Schedule

Flexible

Day Shifts

Weekend Shifts

Night Shifts

Benefits

discounted room rates

Life insurance

Disability insurance

401k

Paid Time Off

Paid Family Bonding Time

Adoption assistance

Employee stock purchase plan

Retail Discounts

Tuition Reimbursement Program

Discounted parking

Job Description

Hotel Kansas City is a prestigious hospitality establishment that has set the standard for grand hospitality since its grand opening in late 2020. Located in the historic Kansas City Club Building, this hotel combines Victorian-inspired aesthetics with modern luxuries, creating an unparalleled guest experience. Recognized globally, it was named one of the "Best New Hotels in the World" by Travel + Leisure and is currently ranked as Kansas City's number one hotel on TripAdvisor. The hotel features 144 exquisitely designed guest rooms adorned with hand-hewn walnut, stained glass windows, and other preserved historic elements that merge seamlessly with contemporary comforts. Guests also have access to a range of exceptional amenities including the Town Company restaurant, Nighthawk live music cellar cocktail bar, and a vibrant lobby lounge and bar, offering both visitors and locals a perfect blend of dining, entertainment, and socializing. For business and event travelers, Hotel Kansas City provides over 20,000 square feet of versatile meeting space including grand historic ballrooms and a sprawling 3,000 square foot rooftop event patio, making it an ideal venue for gatherings of all sizes.

The Front Desk Agent role at Hotel Kansas City is essential in ensuring a warm and memorable guest journey. Reporting directly to the Front Office leadership team, this position acts as the first point of contact for guests, overseeing the arrival and departure experience with professionalism and attentiveness. The Front Desk Agent is entrusted with managing accurate front office transactions while delivering exemplary customer service that fosters positive impressions and guest loyalty. This role demands exceptional communication skills, attention to detail, and the ability to adapt quickly in a dynamic, fast-paced environment. As a frontline hospitality professional, the incumbent must be dependable, collaborative, and committed to upholding the hotel's culture of accountability and exceptional guest care. This role is suited for individuals who thrive in operationally demanding settings, enjoy problem-solving, and are passionate about creating outstanding experiences for every guest. Since the hotel is a high-volume, high-touch environment, the Front Desk Agent plays a crucial role in supporting team dynamics and contributing to operational excellence. This position presents a wonderful opportunity for career growth within a highly regarded hospitality brand recognized for its quality and service excellence. The hotel offers a competitive benefits package and an inclusive work environment where diversity is valued and all qualified candidates receive fair consideration.

Job Requirements

high school diploma or GED equivalency
6-12 months of related experience and/or training preferred
ability to use hotel systems, communication tools, and basic computer applications accurately and efficiently
ability to learn and follow Front Office procedures, payment processes, safety standards, and service expectations
ability to read and understand English fluently and speak clearly
ability to work a flexible schedule including days, evenings, weekends, holidays, and overnight shifts as business needs require
ability to stand for extended periods of time and move throughout the Front Office area as needed
ability to lift, push, or pull up to 10-15 lbs. as needed
ability to support a high-volume, high-touch guest environment while maintaining accuracy, professionalism, and positive communication

Job Qualifications

high school diploma or GED equivalency
6-12 months of related experience and/or training preferred
hospitality, hotel, front desk, guest service, or customer service experience preferred
ability to use hotel systems, communication tools, and basic computer applications accurately and efficiently
ability to learn and follow Front Office procedures, payment processes, safety standards, and service expectations
ability to read and understand English fluently and speak clearly
provides attentive, responsive service and seeks to create a positive guest experience
communicates clearly, professionally, and respectfully with guests, colleagues, and leaders
listens to understand guest needs and concerns, responds with care, and helps de-escalate difficult interactions
demonstrates reliability, accuracy, follow-through, and ownership of assigned responsibilities
works well with colleagues and other departments to support service flow and guest needs
maintains composure, good judgment, and a service-oriented approach in a fast-paced environment
balances multiple priorities and remains effective during high-volume or changing business conditions

Job Duties

welcome guests in a professional, friendly, and attentive manner throughout the arrival, stay, and departure experience
acknowledge and respond to guest needs, questions, and requests with urgency, empathy, and accurate information
provide information about hotel services, amenities, room types, promotions, dining, local attractions, and directions
listen carefully to guest concerns, help de-escalate interactions when needed, and provide positive, practical solutions or escalate appropriately
support guest satisfaction by anticipating needs, following through on requests, and communicating clearly with guests and colleagues
complete guest registration, check-in, check-out, room assignment, and key issuance in accordance with hotel procedures
collect and verify valid payment methods, prepare and explain charges, and finalize guest folios accurately
pre-assign rooms while considering special requests, guest needs, room availability, and operational priorities
answer inquiries and process reservations or booking-related requests using prescribed hotel standards
stay informed of selling strategies, rates, packages, promotions, coupons, discounts, and other guest-facing offerings
transmit and receive messages for guests and colleagues
maintain accurate logs, notes, and shift communication
maintain accurate accounting of cash, credit card, and other transactions in accordance with hotel procedures
post charges to room folios as needed, including room and tax, food and beverage, laundry, or other approved charges
follow company policies related to safety, security, privacy, cash handling, guest valuables, and standard operating procedures
report for scheduled shifts on time and in compliance with uniform and appearance standards
communicate room status, guest needs, special requests, and operational updates to housekeeping, front office leadership, and other departments as appropriate
support the front office team during busy periods by adjusting priorities, staying organized, and assisting colleagues as needed
may assist with guest luggage, valet coordination, shuttle support, or related guest service needs based on business demands
complete other duties as assigned by management