Front Desk Agent

Job Summary

The Front Desk Agent is responsible for ensuring a high level of guest satisfaction by attending to the needs of the guests in an efficient and courteous way during check-in, check-out and throughout their stay.

What will I be doing? 

As a Front Desk Agent, you would be responsible for performing including but not limited to the following tasks to the highest standards: 

Detailed Job Duties

• Provide superior service to our customers (internal and external) at all times. Follow Hotel etiquette guidelines as mandated on the employee staff guide.
• Check in guests at front desk, confirming and entering appropriate information by asking for an ID card and credit card.
• Check guests out and ensure billing is correct.
• Solicit guest comment cards at every opportunity.
• Run various computer reports at the beginning and end of the shift (checklist, Guest Folio, etc.)
• Take payments, post charges, enter amounts into computer, and balance accounts at end of shift.
• Answer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members.
• Relay guest maintenance requests through Maintenance Connection and follow up with guest after 20 minutes.
• Relay guest housekeeping requests by calling the housekeeping department and follow up with the guest after 20 minutes.
• Answer phone calls within 3 rings and transfer calls to appropriate department or person.
• Computer training and knowledge of how hotel reservations work.
• Understand and be able to make a walk-in reservation.
• Maintain knowledge of daily activities in and around the hotel and City area.
• Handle emergencies that arise when on duty alone, notifying appropriate personnel.
• Assist in general maintenance and inventory of Front Office equipment and supplies and cleanliness of the Front Desk, PBX and reception area.
• Assist Bell and Valet when appropriate.
• Crosstrain with other departments and be able to cover shifts (as necessary)
• Perform other tasks as assigned by the Front Office Manager, or Front Desk Supervisor
• Other duties as assigned.

Night Audit (Hotel) — what it is:

• Overnight front desk role (usually ~11pm–7am)

• Combines front desk guest service daily financial accounting

• You’re basically the bridge between “today” and “tomorrow” for the hotel

Typical responsibilities:

• Check in late-arriving guests / handle walk-ins

• Run the night audit (balance daily transactions, close the business day)

• Reconcile cash, credit cards, room charges

• Prepare daily reports for management

• Answer phones, handle guest requests/issues

• Light security rounds or monitoring (depends on hotel)

• Set up breakfast/coffee in some properties

Skills hotels look for:

• Strong attention to detail & basic math

• Calm under pressure (you’re solo a lot)

• Customer service skills

• Computer/PMS system comfort (Opera, OnQ, PEP etc. — they often train)

• Reliability (night shift = punctuality matters)

Specific Job Knowledge, Skill and Ability

You must possess the following knowledge, skills and abilities and be able to explain and demonstrate that you can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Qualifications

• Microsoft Office and ONQ/PEP knowledge (Hilton)PEP, Lightspeed (Marriott), Opera (IHG)
• Minimum of 1 year in Front Desk Agent.

Ability

• Ability to work flexible schedule to include weekends and holidays as needed. 
• Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Ability to accomplish necessary tasks on a computer.

Physical Demands

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms.
• Requires standing and walking 95% of workday.
• The employee must have the ability to sit, stand, walk, talk, and hear.
• The employee is expected to bend, stoop, squat, kneel, climb and crawl, depending upon work tasks, and to lift up to 50 pounds given the materials moved and tools used.
• Specific vision abilities required by this job include close vision, and the ability to adjust focus.

Education

• Any combination of education, training or experience that provides the required knowledge, skills and abilities. High School graduate or equivalent required.

Night Audit (Hotel) — what it is:

• Overnight front desk role (usually ~11pm–7am)

• Combines front desk guest service daily financial accounting

• You’re basically the bridge between “today” and “tomorrow” for the hotel

Typical responsibilities:

• Check in late-arriving guests / handle walk-ins

• Run the night audit (balance daily transactions, close the business day)

• Reconcile cash, credit cards, room charges

• Prepare daily reports for management

• Answer phones, handle guest requests/issues

• Light security rounds or monitoring (depends on hotel)

• Set up breakfast/coffee in some properties

Skills hotels look for:

• Strong attention to detail & basic math

• Calm under pressure (you’re solo a lot)

• Customer service skills

• Computer/PMS system comfort (Opera, OnQ, PEP etc. — they often train)

• Reliability (night shift = punctuality matters)

Salary : $19 - $20