Front Desk Guest Services Agent | Job Description

Schedule: Full time

Reports to: General Manager

1. Key Performance Indicators (KPI)

   1. Communication Skills

   2. Customer Service

   3. Cleanliness

   4. Organization

2. Job Responsibilities

   1. Hotel Operations

      1. Greets, registers, suggestively sells rooms, issues room keys, assigns rooms to guests and sets wake up calls in an efficient, warm and friendly manner.

      2. Acts as manager on duty and follows the prescribed MOD procedures on communication, emergency procedures and guest satisfaction.

      3. Enters daily changes and balances accounts such as guest, house, city ledger and advance deposits.

      4. Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy.

      5. Date stamps, sorts, and racks incoming mail and messages.

      6. Records and communicates guest special requests and problems to appropriate departments and ensures they are addressed in a timely and acceptable manner.

      7. Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.

      8. Accurately checks out guests and communicates departures with housekeeping staff.

      9. Accurately computes the bill, collects payment, makes change for guests and makes deposits according to cash handling procedures.

      10. Makes, confirms and cancels reservations via telephone, computer and in writing.

      11. Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.

      12. Posts charges to ledger.

      13. Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.

      14. Maintains the cleanliness and organization of the hotel lobby and front desk area.

   2. Guest Services

      1. Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

      2. Maintain excellent customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.

      3. Maintains a friendly, cheerful and courteous demeanor at all times.

      4. Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.

      5. Support guest service as the main focus of the hotel.

      6. Interacts with guests.

      7. Communicates special requests made by guests.

      8. Actively participates in Guest Service Initiatives.

      9. Performs other duties as assigned, requested or deemed necessary by management.

   3. Skills:

      1. Must have excellent communication skills, and display a friendly and courteous attitude towards customers and other employees;

      2. Must be a team player and have the ability to train other front desk personnel if required; 

      3. Must be able to manage multiple demands, be a critical thinker and demonstrate an ability to follow-up and follow-through; 

      4. Must have proficiency with technology, including the ability to use the Google Suite.

3. Education:

   1. High school Diploma or equivalent (Required) 

   2. College degree (Desired)

4. Experience: 

   1. 1 year front desk agent experience preferred