Front Desk Agent

General Description:

• Front Desk Agent is responsible for checking guest in and out, and for properly accommodating guest from start to finish.
• To have adequate communication with all departments via phone and or radio, to ensure guests are assisted and satisfied with all their needs.
• Assist the staff with back office administrations, this includes: sales, marketing, reservations, & revenue with tasks.
• To oversee the day to Day operations of the Hotel Front Desk & Office, and when the Manager is vacated the premises to manage the entire property Bell Department, Concierge and Reservation.

• Responsible for training Front Desk Agents in all aspects of the Front Desk responsibilities, Opera/Visual Matrix, and company standard operating procedures.
• Maintain a great attitude at all times
• Actively practice’s and utilizes H.E.A.R.T steps during guest interactions.
• Willing to work on weekends and possibly increase the hours during summer season.
• Great communication skills, is a team player and have the ability to multitask.
• Must have professional demeanor and appearance.
• Help to generate ancillary revenues though posting of parking, cribs, roll away beds, & upgrades
• Maintains hotels policy’s in a friendly and efficient manner.
• Ensure the smooth and efficient operation of the hotel during the shift
• Sign Keys Out and manage a Cash Drawer
• Check personal inbox and or emails
• Ensure lobby music is set to appropriate level
• Stock the Front Desk with necessary supplies
• Audit Disneyland tickets and City Passes daily
• Audit guest mail boxes and contact guests who did not receive breakfast coupons from the day prior
• Block rooms for special requests and VIP guests
• Audit Disney packets and investigate packets with prior arrival dates
• Completion of the high balance report
• Bucket Check (Rate, Departure Date, Initials, Signatures, Vouchers, Parking, Credit Card Authorizations)
• Update the queue and search for available rooms
• Pass on information between shifts
• Communicate with on-coming shifts
• Read through Group Reservations and prepare all arrivals according to group contract
• Ensure all departures have been taken care of and cleared out of the system by 1pm
• Ensure all queued reservation have key packets and registration cards.
• Ensure the queue is being updated as rooms become available
• Thoroughly read the memo binder and the group reservations binder.
• Reconfirm pre-blocked rooms are in accordance to the special request report. Sign the report and place it in the night audit drawer.
• Post all Disney tickets, waters, damage to the rooms, and any other amenities.
• Ensure that breakfast coupons are delivered to guests.
• Count drawer, close out drawer, print end of shift report, verify amounts, and drop cash.
• Respond to and resolve any guest issues or emergency situations.
• Projects need to be handled in a professional, friendly, and courteous manner to guests at all times.
• Report to work on time and in uniform as designated by the company.
• Assure training practices are done correctly and are followed per hotel policies.
• Enforce hotel policies and regulations
• Maintain an organized and neat lobby

• Must be able to lift up to 10 pounds occasionally and/or negligible amounts weight frequently or constantly: to lift, carry, push, pull or otherwise move objects.
• Flexible and long hours sometimes required.
• The job description is not an exclusive or exhaustive list of all job functions that employees in this position may be asked to perform from time to time

• High School Diploma or equivalent
• Customer Service 2+ years preferred
• Front Desk: 1 year (Preferred)

EOE/M/F/D/V/SO

We participate in E-Verify

Source:
Wincome Hospitality