The Front Desk Agent is focused on providing efficient service and creating memorable experiences by making connections with all of our guests and members. In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out. The successful candidate must have a friendly and welcoming attitude. The Front Desk Agent will be responsible for welcoming our guests and accurately verifying all information during the check in process and following up during check out. In this role, accuracy and accountability of payment verification, process of deposits, check cashing and exchange of currency is essential. This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast paced environment.

• Maintain complete knowledge at all times of:
  • all hotel features, services and hours of operation
  • all room types, numbers, layout, décor, appointments and location
  • all room rates, special packages and promotions
  • daily house count and expected arrivals/departures
  • room availability for any given day
  • scheduled group activities
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Access all functions of computer system according to established procedures and standards.
• Ensure that workstation remains neat and organized with all needed supplies.
• Answer department telephone within three rings, using established greeting and appropriate telephone etiquette.
• Promote positive guest relations to all individuals approaching the front desk.
• Handle guest complaints in a timely and efficient manner.
• Accommodate all requests for information in a professional manner.
• Complete daily shift checklists.
• Process all guest check-ins according to established hotel requirements.
• Ensure accurate accounts for each guest in accordance with their requirements. (i.e. share-with, separate room/tax/incidentals, comp.)
• File registration cards and vouchers in bucket by room number.
• Accommodate room changes expediently.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
• Accept and record wake-up calls; accurately execute all wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel.
• Resolve discrepancies in the room status report with housekeeping.
• Match the bucket check to in-house guest ledger report; adjust records as necessary to balance and report discrepancies to front office manager.
• Process all checkouts according to established hotel requirements.
• Prepare and process express departures for all guests.
• Handle requests for late checkouts according to hotel procedures.
• Adhere to all cashiering procedures.
• Document pertinent information in the logbook.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
• Provide concierge service when no concierge is available.