Front Office Agent

Leisure Sports Service Department

Job Description

FRONT OFFICE AGENT

MISSION

To create great first and last impressions for hotel guests. Be aggressively hospitable to guests as they check in and check out of the hotel, and use names at every opportunity. To greet and register guests; assign rooms, issue room keys, and provide directions to rooms. In the absence of the Concierge, serve as a resource for all hotel guests for information on hotel and club features, services, programs and fees, as well as local attractions, dining, entertainment, sports and cultural activities. To assist guests with safe deposit box usage. To compute guest bills and collect payment.

REPORTS TO

Front Office Manager

DRIVERS OF SUCCESS

• Personable, Friendly Demeanor
• Customer Service Obsession
• Team Player, Leadership Skills
• Professionalism, Responsibility
• Enthusiasm, Achievement Orientation
• Communication Skills

PRIMARY RESPONSIBILITIES

• Enthusiastically greet and check in hotel guests as they arrive; smile and use names often
• Assign rooms to guests and issue room keys
• Provide directions to room, either directly to guest, or as escort instructions to DTS Attendant
• Keep records of room availability and guests’ accounts
• Be able to make, confirm and cancel reservations for guests
• Be able to assist in posting charges such as room, food, liquor, spa services, or telephone to guest accounts
• Be knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests’ questions and to market all RCS services to guests
• Be knowledgeable of all Concierge information resources, including where and how to access them, and be able to provide concierge-type services to hotel guests when the Concierge is not on duty
• Assist hotel guests and club members in using the Business Center’s computers, printers, copier, and fax machine; check the room frequently to deter vandalism or theft
• Date-stamp, sort and rack incoming mail and fax messages, as needed
• Compute guest bills and collect payment upon check-out
• Answer incoming telephone calls when calls are forwarded to the hotel Front Desk; transfer calls professionally and efficiently; take accurate messages as needed
• Control the safe deposit box room and system; assist guests with signing in and signing out safety deposit box items
• Ensure that all RCS operational policies for the Front Desk, Business Center, safe deposit boxes, and Concierge Desk are followed
• Be highly security and safety-conscious; report all suspicious or inappropriate behavior to the Front Office Manager, Rooms Director of Security Officer
• Assist with administrative duties as requested
• Other responsibilities or projects assigned by the Assistant Front Office Manager

ESSENTIAL PHYSICAL REQUIREMENTS

Qualified candidates, with or without reasonable accommodations, must be able to:

• Able to write, speak clearly, read, hear and see
• Standing for duration of work shift
• Computer/keyboard operations
• Cash register operation
• Bending and light lifting (up to 30 lbs.)
• Light telephone work