Front Desk Agent

Job Description

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Job summary
- * 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.

Essential Duties and Responsibilities - (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

* 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 / VIP's.

* 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 overbooked 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.

Complete designated cashier reports.

Balance receipts.

Drop receipts.

* Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.

* All other duties as required.

This list of essential functions is not exhaustive and may be supplemented as necessary.

Other Standard Responsibilities
- Experience
- * Previous Front Desk Agent preferred in a luxury or ultra-luxury hotel and/ or customer service experience

General Skills
- * Must be able to perform job functions with attention to detail, speed and accuracy; prioritize,…