Front Desk Agent

Job Description

Job Description

JOB SUMMARY
We are seeking a positive, friendly Front Desk Agent to provide exceptional service to our hotel guests. The Front Desk Agent will assist guests with the check-in and check-out processes, issue room keys, and process payments. Responsibilities also include maintaining communication with housekeeping staff to coordinate room availability, answering guest inquiries, and completing paperwork promptly and accurately. The Front Desk Agent must possess excellent communication skills and the ability to stay positive even when faced with challenging situations. Your goal is to provide guests with an exceptional customer service experience.

GUEST SERVICE AGENT / FRONT DESK AGENT DUTIES AND RESPONSIBILITIES:

• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Coordinates all information between various departments to ensure an effective and timely solution to guest’s issues that arise.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's & currency exchange when applicable.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax-exempt guests and attach the form to registration card.
• 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.
• 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.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Perform other duties as requested by management.

PREREQUISITES:

Experience: Previous hotel-related experience desired.

Physical: Requires typing, writing, standing in duration, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)