Front Desk Agent

LM SERVICES CORPORATION•Bridgeton, MO

163d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes guest accounts at the end of their stay. The role provides information about hotel facilities and accommodations while maintaining the hotel’s service standards. It also involves processing reservations and payments, responding to guest requests and concerns, handling messages and wake-up calls, and supporting front desk operations. Employees must maintain a professional, neat appearance and wear the organization-provided uniform.

Requirements

Any combination of education and experience that provides the knowledge, skills, and abilities needed to perform the job.
Skill in using a calculator to complete moderately complex mathematical calculations accurately.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to stand for long periods.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to maintain a professional, neat, and well-groomed appearance; hair must be a natural color and well maintained.
Ability to work varying schedules, weekends, holidays, and overtime as business needs require.

Responsibilities

Greet guests promptly and warmly, listen to their requests, provide accurate information, and address guests by name.
Complete guest registration by obtaining and entering guest and reservation information, confirming preferences and requests, and selecting appropriate rooms.
Provide room-key folders while avoiding verbal disclosure of room numbers.
Process reservation requests using the established check-in process.
Handle cash and make change; balance an assigned house bank; accept and record vouchers, traveler’s checks, and other payments; and convert foreign currency at posted rates.
Post charges to guest rooms and house accounts using the computer or manual system.
Answer front desk telephone calls promptly and courteously, take and deliver accurate guest messages, and deliver mail, packages, and faxes as requested.
Close guest accounts at checkout, ask guests about their stay, and address dissatisfaction or disputes, including negotiating compromises and authorizing revenue allowances when appropriate.
Remain calm and alert during busy periods and emergencies, and resolve customer issues.
Record wake-up call requests accurately and deliver calls when the automated system is unavailable.
Operate fax and photocopy equipment, log incoming transmissions, and notify guests of incoming faxes.
Report suspicious persons or activity to a supervisor immediately.
Perform other assigned duties, including cross-training staff or assisting in other areas as needed.
Attend group or department meetings as necessary and comply with company standards, rules, and regulations.