Overnight Guest Service Representative; Front Desk Agent

Description

Front Desk Manager – responsible for all guest‑related activities, cash‑handling, and duty management.

Reports to:

Director of Front Office, Front Office Assistant Manager, Rooms Controller, Manager on Duty. No direct supervisory responsibilities.

Front Desk and Back Office Areas, Guest Rooms, and all Public Areas. Job involves working under variable temperature conditions, varying noise levels and indoors.

• Internal:
  Staff in Front Desk area, Bell/Door, Transportation, PBX Staff, Concierge, Reservations, Hotel Assistant Managers, Sales & Catering, Housekeeping, Restaurants, Accounting, Engineering, and Security.
• External:
  Hotel guests/visitors, tour‑company representatives, limousine service personnel, other hotels, and group coordinators.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Maintain complete knowledge of correct maintenance and use of equipment.
• 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.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Ability to understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather, and bomb threats).
• Ability to adhere to the Peabody Hotel Standards, Mobil Standards, AAA Standards, and Preferred Standards.
• 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.
• Ability to type a minimum of 30 words per minute.
• Ability to focus on attention to detail.
• Ability to work well under pressure.
• Ability to sustain direct contacts with the public; must establish high degree of customer service, (smile, eye contact, positive person presentation, etc.) and high‑volume interaction with guest and staff.
• Ensure and adhere to the VIP procedures.
• Attend and participate departmental/hotel meetings and line‑ups.
• Set up workstation with necessary supplies.
• Follow proper Peabody phone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check‑ins.
• Confirm reservations in system and review all noted information.
• For guests without a reservation, sell the room type agreed upon.
• Register guest in the computer and generate a registration card.
• Verify registration card information with the guest.
• Obtain back‑up information for guest's credit/payment method and input into system; collect cash when designated.
• Assign room to guest(s).
• Advise guests of any messages, mail, faxes, etc. received for them.
• Inform guests of room safe and club floor key access.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax‑exempt guests and attach copy to registration card.
• Direct Bell Person to escort guests 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., share‑with‑s, separate room/tax/incidentals, comp).
• File registration cards by room number.
• File vouchers and tax‑exempt forms in designated area.
• Be aware of the business levels and particular groups, repeat guests, and VIPs in house.
• Accommodate room changes.
• Document all guest requests, complaints or problems.
• Take, record and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to callers and guests…