Front Desk Agent

POSITION SUMMARY

Represents the hotel to the guests throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. Correct accounting of all company monies and documents.

QUALIFICATIONS:

• High school diploma or equivalent.
• Previous hotel-related experience preferred.
• Ability to operate front office equipment, computers and has a working knowledge of PMS system.
• Ability to communicate with the public, hotel staff, and management in a professional manner.
• Knowledge of surrounding areas and local events.
• Ability to understand and adhere to proper credit and cash handling policies and procedures.
• Able to properly secure and maintain confidentiality of guest information.
• Ability to learn and practice safety, emergency, and accident prevention policies and procedures.
• Skilled in the use of front desk equipment.
• Knowledge of proper telephone etiquette.
• Ability to work a flexible schedule, including weekends and holidays.

DUTIES AND RESPONSIBILITIES

• Register guests and assign rooms. Accommodates special requests whenever possible.
• Knows room locations, types of available rooms, room rates as well as the activities of the property.
• Understands and adheres to hotel’s room pricing and exception approval policy.
• Understands room status and room status tracking.
• Assists in preregistration and blocking of rooms for reservations.
• Must be sales minded. Presents opinions and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell/upsell rooms and to promote other services of the hotel.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash handling policies and procedures.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservation department. Takes same day reservation and future reservations when necessary.
• Understands and adheres to cancellation and no-show procedures.
• Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Performs cashier related functions like posting charges to guest accounts, raising paid outs, currency exchange.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like making change and taking payments/ posting payment for purchased items by guests.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the Front Desk log daily. Is aware of daily activities and meetings taking place in the hotel.
• Reports any unusual incidents or requests to the manager or assistant manager. Records unusual incidents and complaints in the Front Desk log.
• Understands and adheres to all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Is knowledgeable about the local area and keeps up with current and upcoming events and activities to respond appropriately to guest inquiries and provide assistance as needed.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to over shifts.
• Crosstrain with other hotel staff positions to be ready and able to assist where and when needed.
• Other duties as assigned.