COG - Front Desk Agent

JOB PURPOSE:   Ensure complete guest satisfaction from reservation requests to guest registration through check-out.

ESSENTIAL FUNCTIONS:

• Registers and assigns rooms to guests.  Issues room keys and room directions or escort instructions.
• Keeps records of room availability and guest accounts.  Computes bill, collects payment, and makes change for guests.  Takes and confirms room reservations.
• Handles guest complaints and resolves/troubleshoots to their satisfaction.
• Follows all front desk policies.
• Date-stamps, sorts, and racks incoming mail and messages.  May transmit and receive messages via switchboard.
• Answers inquiries pertaining to hotel services, registration of guests, dining, and entertainment, and travel directions.
• Other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• Must be at least 18 years old
• Knowledge of customer relations practices in the hospitality or related industry
• Knowledge of or ability to learn to handle room registration, reservations, and switchboard operations
• Knowledge of or ability to learn reservations software
• Basic math skills;  Good cash-handling skills
• Good verbal and written communication skills
• Ability to handle a variety of customer requests and personalities 

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:

• High school or GED
• Hotel or reservation experience preferred
• Some hospitality or related customer service experience preferre

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT: 

•          Hotel/Casino setting.  Required to work rotating shifts, weekends, and holidays.
•          Standing/Walking, 70%; Sedentary, 30%.  Lifting and carrying up to 25 lbs.

DISCLAIMER STATEMENT:  This job description lists the major duties and responsibilities required of the employee.  An employee to perform tasks other than those listed to meet business needs.