Front Desk Agent

Front Desk Agent Job Description OVERVIEW / BASIC FUNCTION

Check‑in/check‑out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities / VIPs.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow‑up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check‑ins.
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the computer.
• Verify reservation information with the guest (departure date, room type).
• Obtain back‑up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• 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 form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Handle over‑booked or “walked” guests.
• Accommodate room changes.
• Document all guest requests, complaints or problems.
• Take record and relay messages accurately, completely and legibly.
• Accept and record wake‑up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in computer and follow through on designated requirements.
• Pre‑register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in‑house guest ledger report; report discrepancies to Manager.
• Process all check‑outs.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts.
• Retrieve guest room key from guest.
• Solicit guest comments on their stay.
• Process express check‑outs.
• Handle requests for late check‑outs.
• Conduct group check‑ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures:
• Process adjustment vouchers, paid‑outs, correction vouchers, miscellaneous charges.
• Make change for guests.
• Cash guests’ personal checks/travelers checks.
• Post charges.
• Run closing reports.
• Count and secure bank.
• Com…