Front Desk Agent

Essential Functions of Position Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.

Accept payment for guests’ accounts both at the time of registration and ntain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests

Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.

Promptly respond to and resolve guest complaints

Answer telephone promptly and properly being polite, courteous, and friendly

Be friendly, thorough, accurate and efficient in taking reservations

Be friendly, thorough, accurate and efficient in performing Check-insBe friendly, thorough, accurate and efficient in performing Check-outs(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner

Assist guests with luggage upon their arrival to and departure from the hotel

Use the guests’ names

Be knowledgeable and helpful about the local area, the hotel and hotel services

Handle messages, wake-up calls, mail, and faxes properly

Assist guests with laundry/dry cleaning needs

Know of incoming VIPs Follow all applicable Company Standard Operating Procedures.

Perform other assignments as directed by the General Manger Supportive Functions Teamwork Skills Be an enthusiastic, helpful and positive member of the team

Be professional, responsible and mature in conduct and behavior

Be understanding of, encouraging to and friendly with all co-workers

Be self-motivated and use time wisely

Maintain open line of communications with each department

Communicate pertinent information

Respond positively to new ideas

Openly accept critical/developmental feedback

Maintain effective communication through the use of meetings, logbooks and bulletins

Be available to help other departments in emergency situations

Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.

Safety and Security Skills Properly handle and account for keys

Be knowledgeable of policies regarding emergency procedures and security concerns

Ensure protection of guests’ room numbers

Revenue Generation Skills Demonstrates proper selling techniques during the reservation and walk-in process

Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available

Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items

Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets

Have full understanding of franchise honors program

Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:

Verifies all information on reservations check-in; name, address, method of payment, etc.

Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers

Identifies and records special billing instructions and notifies accounting

Completes shift closing accurately by getting appropriate approval signatures and authorization codes

Adheres to hotel policies regarding the use of cash banks

Stays current with developments in the hotel by reviewing the communication logbook for each shift and updates logbook for next shift.

Report potential sales contacts to the sales department

Education and Experience High School or equivalent education required

Prior experience in a customer service…