Front Desk Agent

Overview

The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check‑in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of closed‑out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check‑ins and check‑outs in a friendly, efficient and courteous manner.
• Use proper two‑way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Perform and complete all tasks on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

• College coursework in a related field helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication with all levels of employees and guests.
• Strong listening, understanding and clarifying skills.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner.
• Maintain regular attendance in compliance with hotel standards.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with hotel standards and regulations to encourage safe and efficient operations.
• Maximize efforts toward productivity, identify problem areas and assist in implementing solutions.
• Handle problems, including anticipating, preventing, identifying and solving as necessary.
• Understand and apply complex information from various sources to meet objectives.
• Cross‑train in other hotel related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.