RWMOT - Front Desk Agent

Rosewood Hotel Group•Dallas, TX

130d•Onsite

About The Position

The Front Desk Agent is responsible for courteously and efficiently checking hotel guests in and out, processing all payments according to established hotel requirements, and providing information and assistance to all guests and visitors. This role requires maintaining complete knowledge of departmental policies, service procedures, and standards, as well as anticipating guest needs and resolving complaints to ensure guest satisfaction. The agent will also be responsible for maintaining the cleanliness and organization of their work area and possessing comprehensive knowledge of hotel features, room types, rates, and daily operations.

Requirements

Previous Front Desk Agent experience preferred in a luxury or ultra-luxury hotel and/or customer service experience.
Ability to perform job functions with attention to detail, speed and accuracy.
Ability to prioritize, organize and follow-up.
Ability to be a clear thinker, remaining calm and resolving problems using good judgment.
Ability to follow directions thoroughly.
Ability to understand a guest’s service needs.
Ability to work cohesively with co-workers as part of a team.
Ability to work with minimal supervision.
Ability to maintain confidentiality of guest information and pertinent hotel data.
Ability to communicate (verbal and written) in English with co-workers, guests and management.
Working knowledge of MS Word, Excel.
Knowledge of PMS and hotel point of sales systems.
Ability to stand for prolonged periods of time.
High school diploma.
Required to speak, read and write English.
Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 20 pounds, and satisfactorily communicate with guests and co-workers to their understanding.

Nice To Haves

Fluency in other languages preferred.

Responsibilities

Check-in/check-out hotel guests courteously and efficiently.
Process all payments according to established hotel requirements.
Provide information and assistance to all guests and visitors.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment.
Anticipate guests’ needs, respond promptly and acknowledge all guests.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of hotel features/services, hours of operation, room types, rates, special packages, promotions, daily house count, expected arrivals/departures, room availability, and scheduled group activities/VIP’s.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow up items.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins, confirm reservations, and register guests in the computer.
Verify reservation information with the guest.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room and advise guest of any messages, mail, faxes, etc.
Communicate services and amenities of the hotel to guests.
Obtain proper identification for tax exempt guests.
Direct Bell Person to escort guest and transport their luggage.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel.
Set up accurate accounts for each guest checking in.
Handle overbooked or “walked” guests.
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record and relay messages accurately.
Accept and record wake-up call requests.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Monitor, send and distribute guest faxes.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel.
Generate, print and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Retrieve guest room key from guest.
Solicit guest comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges; Make change for guests; Cash guests' personal checks/travelers checks; Post charges; Run closing reports; Count and secure bank; Complete designated cashier reports; Balance receipts; Drop receipts.
Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
Perform all other duties as required.