Front Desk Agent

Job Summary

Responsible for welcoming, registering, and checking out all guests in the hotel while serving as a liaison between guests and departments to solve problems.

• Make all guests feel welcomed
• Perform all check-in functions, including early check-in, late check-in, and no reservation according to hotel policies and procedures
• Perform all check-out functions, including check, charge, cash, and direct bill payments according to hotel policies and procedures
• Accept, sort, and distribute all messages, small packages, and mail for guests
• Produce, generate, and distribute all required reports including room reports, bucket checks, and VIP reports
• Produce initial keys for guests upon registration and secondary key upon request in accordance with security procedures
• Arrange escorts for all disabled guests to their rooms by security, guest relations, or a bell person according to fire code
• Post charges to guest accounts including meals, business center, and gift shop as required
• Perform cashier functions, including but not limited to changing foreign currency and cashing checks
• Ensure proper credit obtained on guest credit cards at registration
• Comply with guest's special requests including extra towels, cots, newspapers when appropriate. Direct to suitable department and follow up to ensure compliance with request
• Inspect all equipment. Report any problems to appropriate personnel. Follow up to ensure correction of problem
• Interact in courteous, professional manner with guests, co‑workers and supervisors
• Re‑stock all work areas each shift
• Maintain a clean and safe work environment
• Apply common sense understanding to carry out simple one or two step instructions
• Interact with people beyond giving and receiving instructions, particularly interaction with the Front Office Managers, other hotel personnel, and guests in completing assignments, resolving staff and guest complaints
• Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
• Maintain safety and cleanliness of work area
• Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
• Maintain safety and cleanliness of work area

• 2 years of Front Desk experience and/or strong customer service experience within an upscale working environment
• Excellent communication skills
• Must be able to multi‑task efficiently under pressure, while still following hotel standards.
• Ability to read and write English
• Ability to answer phones quickly, clearly, and professionally
• Ability to communicate verbally and in writing
• Ability to convey a smile over the phone
• Ability to maintain good relations with staff and guests
• Ability to maintain confidentiality of guests
• Ability to operate computerized front office system; OPERA & Micros experience a plus
• Accurate typing.
• Ability to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines
• Ability to memorize, recollect, and quickly retrieve dates, names, times, and other data
• Ability to converse calmly with irate guests, superiors, and subordinates in sometimes intense emotional situations.
• Ability to work under pressure and complete assignments on time when confronted with frequent stressful, emergency, critical or unusual situations.
• Ability to work and complete assignments on time when confronted with situations in which working speed and sustained attention are critical aspects of successful completion of the job.
• Ability to stand, reach, push, pull, twist, turn, and grasp.

• OPERA experience a plus
• Knowledge of MICROS preferred
• Knowledge of Forbes Standards
• Speaking a second language is preferred but not required

• Most tasks are performed with moderate…