Front Desk Agent
About The Position
The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Resolve guest complaints, ensuring guest satisfaction. Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. Answer department telephone within 3 rings, using correct greeting and telephone etiquette. Process all guest check-ins. Verify registration card information with the guest. Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Direct Bell Person to escort guest and transport their luggage to the room. Handle overbooked or walked in guests. Accept and record wake-up call requests. Monitor, send and distribute guest faxes. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). 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. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Requirements
- High School Graduate or General Education Degree (GED)
- Basic computer skills required
- Must be able to work weekends
Nice To Haves
- One year previous experience in a similar position in a hotel preferred
Responsibilities
- Assisting guests with check-in and check-out
- Answering and processing all phone calls received
- Handling all special requests for services or information
- Resolving guest complaints, ensuring guest satisfaction
- Maintaining positive guest relations at all times
- Maintaining complete knowledge of hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities
- Obtaining assigned bank and ensure accuracy of contracted monies
- Keeping bank secure at all times
- Answering department telephone within 3 rings, using correct greeting and telephone etiquette
- Processing all guest check-ins
- Verifying registration card information with the guest
- Obtaining back-up information for guest credit/payment method and input into system; collect cash when designated
- Directing Bell Person to escort guest and transport their luggage to the room
- Handling overbooked or walked in guests
- Accepting and recording wake-up call requests
- Monitoring, sending and distributing guest faxes
- Communicating pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
- Resolving discrepancies on the room status report with Housekeeping
- Matching the bucket check to in-house guest ledger report; report discrepancies to Manager
- Processing all check-outs
- Processing adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
