Front Desk Agent

Job Details

Job Location:

College Station, TX 77845

The Front Desk Clerk greets and assists guests. In addition, this employee completes registration, room assignments and blocking providing excellent guest service.

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Give a warm and sincere greeting.
• Check the guest in and out efficiently and in a friendly manner.
• Use the guest’s name at least twice.
• Anticipate the guest’s needs and exceed their expectations.
• Give the guest a fond farewell/warm good-bye.
• Thank and invite them back.
• Ability to read, analyze, interpret and effectively explain items such as common reports, guest folios and emergency procedures.
• Ability to compute basic mathematical calculations including adding, subtracting, multiplying and dividing.
• Handle guest registration, room assignments and room blocking which includes accommodating special requests whenever possible.
• Possess working knowledge of reservations procedures.
• Know cancellation and walk procedures.
• Follow correct check-in/check-out procedures for all guests.
• Always answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.
• Responsible for issued bank.
• Count bank at beginning and end of shift.
• Report all cash over/shorts to management.
• Make cash drops in accordance with proper cash handling procedures.
• Comply with hotel and department accounting procedures including hotel credit and check cashing procedures.
• Ensure all credit cards and cash funds are balanced throughout each shift.
• Handle guest mail and messages.
• Offer and properly handle requests for wake-up calls and “do not disturb” requests.
• Effectively operate the hotel computer system or property management system.
• Develop a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, hotel surroundings (i.e. mall, restaurants, and medical facilities).
• Monitor room availability, selling strategies, discounts and frequent guest program benefits.
• Keep desk area clean.
• Understand that it is every associate’s responsibility to keep the hotel clean and in immaculate condition.
• Forward lost and found inquiries to the Housekeeping Department.
• Ensure security and confidentiality of all guest and hotel information and material.
• Notify manager/Maintenance Department of maintenance issues.
• Complete work orders as needed.
• Attend work on time as scheduled and adhere to attendance policy.
• Participate in daily preshift.
• Communicate properly and effectively with the guest, associates and managers.
• Effectively respond to guest complaints.
• Practice safety standards at all times and keep the property safe for guests and fellow associates.
• Use wet floor signs as required.
• Use personal protective equipment.
• Report unsafe conditions and suspicious activity to management.
• Transport guests in hotel van as needed.
• Lift, carry or otherwise move up to 10 lbs. regularly.
• Lift, carry or otherwise move up to 50 lbs occasionally with assistance.
• Follow proper moving and lifting procedures.
• Regularly required to stand; sit; walk; reach; use hands to handle or feel; talk and hear.
• Must possess a valid/current driver's license and maintain an acceptable driving record.
• Must possess additional drivers’ endorsements if required by state in order to operate the hotel van.
• Know how to troubleshoot simple maintenance issues.
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.
• Maintain par level of guest and associate items and have them easily accessible.
• Wear uniform, including nametag at all times.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards.
• To treat all operating equipment and supplies carefully to minimize damage and reduce waste.
• Promote teamwork and associate morale.
• Adhere to all work rules, procedures and policies established by the company.
• Complete Chemical Training and Blood Borne Pathogen Training.
• Must be able to read, write, and speak English fluently.
• Perform other duties as assigned.