Front Office Agent

Leisure Sports Service Department

Job Description

FRONT OFFICE AGENT

MISSION

To create great first and last impressions for hotel guests. Be hospitable to guests as they check in and check out, using names whenever possible. Greet and register guests, assign rooms, issue keys, and provide directions. In the absence of the Concierge, serve as a resource for hotel guests regarding hotel and club features, services, programs, fees, and local attractions. Assist guests with safe deposit boxes, compute bills, and collect payments.

REPORTS TO

Front Office Manager

DRIVERS OF SUCCESS

• Personable, Friendly Demeanor
• Customer Service Obsession
• Team Player, Leadership Skills
• Professionalism, Responsibility
• Enthusiasm, Achievement Orientation
• Communication Skills

PRIMARY RESPONSIBILITIES

• Greet and check in guests enthusiastically, using names often
• Assign rooms and issue keys
• Provide directions to rooms or escort instructions
• Maintain records of room availability and guest accounts
• Make, confirm, and cancel reservations
• Post charges and settle guest bills upon checkout
• Be knowledgeable of hotel and club services, policies, hours, and marketing specials
• Access and provide concierge-type services when needed
• Assist with Business Center equipment and monitor for vandalism or theft
• Handle mail and fax messages
• Answer and transfer phone calls professionally
• Manage safe deposit box system and assist guests with safety deposit items
• Follow all operational policies and report suspicious behavior
• Assist with administrative duties and other projects as assigned

ESSENTIAL PHYSICAL REQUIREMENTS

Candidates must be able to:

• Communicate clearly, read, hear, and see
• Stand for the duration of the shift
• Operate computers, cash registers, and telephones
• Bend and lift up to 30 lbs.