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 guest requests for services or information in accordance with standard policies and procedures. The role requires morning and weekend availability. The agent supports guest satisfaction and positive guest relations while maintaining knowledge of hotel services, rates, promotions, occupancy, arrivals and departures, and scheduled group activities. The position also handles guest payments and records, coordinates with the Bell Person and other hotel departments, and reconciles room-status and guest-ledger discrepancies. 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 position in a hotel.
- Basic computer skills.
- Morning and weekend availability.
Responsibilities
- Resolve guest complaints and ensure guest satisfaction.
- Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
- Maintain positive guest relations.
- Maintain current knowledge of hotel features and services, hours of operation, room rates, special packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
- Obtain the assigned bank and verify the accuracy of contracted monies; 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 their rooms.
- Handle overbooked or walked-in guests.
- Accept and record wake-up call requests.
- Monitor, send, and distribute guest faxes.
- Communicate pertinent 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
