Front Desk Agent

Tasks & Job Duties

• Ensure guest satisfaction at all times.
• Checking in arriving guests courteously and efficiently. Confirm reservation information and room preferences. Use the guests name at least twice during the check-in process.
• During check in, inform the guest where there room is, where the pool and fitness rooms are, and hotel restaurant locations, and anything else you think they may want to know.
• Assign guest rooms to meet their requests if possible.
• Serve as a Concierge and help provide information regarding the hotel and its amenities, local restaurant, shopping, and directional questions.
• Post charges, payments, and adjustments to guest folios.
• Follow proper guest accounting procedures, making sure of the form of payment and that all information is accurate.
• Take reservation calls / faxes for our incoming guests.
• Maintain accurate records in all clerical areas including the updating guest status on room rack, telephone rack, and the computer.
• Responsible for daily shift reports and cashing out at the end of the shift.
• Responsible for daily bucket checking and keeping our guests accounts up to date.
• Takes ownership of guest issues or concerns and resolves with or without management assistance.
• Operating the PBX using a courteous manner. Connecting people to the proper rooms, taking accurate messages for our guests, ensure an accurate wakeup call, and make sure that the guest receives any and all messages / faxes.
• Use suggestive selling techniques while trying to make reservations to help sell rooms and promote other areas of the hotel. (i.e. up selling suites, promoting amenities like the pool fitness center, restaurants, etc.)
• Coordinates room status updates with housekeeping in regards to early check-ins, late check-outs, and special requests and partial stays.
• Possesses working knowledge of taking reservations same day, future, changes, cancellations, and in room blocks.
• Follows procedures for issuing and closing safe deposit boxes.
• Uses proper mail, packaging, and message handling procedures.
• Coordinates guest room maintenance work with the engineering department.
• Knows all safety and emergency procedures and is aware of what do in case of an event.
• Reads the log book at the beginning of the shift and also writes down important information to help update the next shift’s personnel as the what, if anything, went on that they may need to know.
• Reports any unusual occurrence or request to the manager.
• Understands that business demands sometimes make it necessary to move employees from the accustomed shift to other shifts.
• Maintains a neat appearance, which includes wearing the complete uniform, maintaining the cleanliness of the front office area.
•  Restocking front office supplies as needed. If supplies are low, please let the manager know so supplies can be ordered so as not to Prerequisites

Prerequisites:

Education: High school or equivalent.

Experience:  Must be proficient in handling all aspects of customer relations. Well accustomed to cash handling procedures and is able to work in a fast paced environment.

Physical: Requires writing, typing, repetitive motions, excellent verbal and listening skills, attention to detail, organization, standing for long periods of time, walking, sitting, and the ability to lift 25 pounds.