Hotel Front Desk Agent

Department

Front Office

Job Summary

Represents the hotel to the guest throughout all stages of the guests stay. Determines a guests reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guests method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks, and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

Reports to:

Front Office Manager

Duties and Responsibilities:

Possesses excellent customer service skills.

Registers guests and assigns rooms. Accommodates special requests whenever possible.

Assists in pre-registration and blocking of rooms for reservations.

Thoroughly understands and adheres to proper credit, check and cash handling policies and procedures.

Understands room status and room status tracking.

Knows room locations, types of rooms available and room rates.

Uses suggestive selling techniques to sell rooms and promote other services of the hotel.

Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and part-day rooms.

Possesses and working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

Files room keys.

Understands all IHG Rewards procedures and follows them.

Knows how to use front office equipment.

Processes guest check-outs.

Posts and files all charges to guest, master, and city ledger accounts.

Follows procedures for issuing and closing safe deposit boxes.

Uses proper telephone etiquette.

Uses proper mail, package, and message handling procedures.

Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.

Attends department meetings.

Coordinates guestroom maintenance work with the engineering and maintenance division.

Reports any unusual occurrences or requests to the manager or assistant manager.

Knows all safety and emergency procedures. Is aware of accident prevention policies.

Maintains the cleanliness and neatness of the front desk area.

Understands that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.

Prerequisites:

Education:

High School graduate or equivalent. Post-secondary education a plus. Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to speak and understand the primary language(s) used by guests who visit the workplace. Basic computer knowledge necessary.

Experience:

Previous hotel-related experience desired, but not necessary. Customer service background preferred.

Physical Requirements:

Requires finger dexterity, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

• Must have a valid drivers license.