Front Desk Agent
About The Position
The Front Desk Agent assists guests with check-in and check-out, answers and processes phone calls, and handles requests for services or information according to standard policies and procedures. The role involves maintaining guest satisfaction and positive relations, managing front desk financial transactions, coordinating with hotel departments, and keeping current knowledge of hotel operations, rates, arrivals, departures, and activities. Potential career paths include Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.
Requirements
- High school graduate or General Education Degree (GED).
- One year of previous experience in a similar hotel position.
- Basic computer skills.
Responsibilities
- Resolve guest complaints and ensure guest satisfaction.
- Anticipate and promptly respond to guests’ needs; acknowledge guests regardless of workload or time of day.
- Maintain positive guest relations.
- Maintain current knowledge of hotel features and services, operating hours, room rates, special packages and promotions, daily occupancy, expected arrivals and departures, and scheduled group activities.
- Obtain the assigned bank, verify the accuracy of contracted monies, and keep the bank secure.
- Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
- Process guest check-ins and verify registration card information with guests.
- Obtain backup information for guest credit or payment methods, enter it into the system, and collect cash when designated.
- Direct the Bell Person to escort guests and transport their luggage to rooms.
- Handle overbooked guests and walk-ins.
- Accept and record wake-up call requests.
- Monitor, send, and distribute guest faxes.
- Communicate relevant guest information, including special requests and amenity deliveries, to designated departments or personnel.
- Resolve room-status report discrepancies with Housekeeping.
- Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
- Process guest check-outs.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
