FRONT DESK AGENT
About The Position
The Front Desk Agent welcomes and registers guests, assigns rooms, processes check-ins and check-outs, and handles payments in accordance with established policies and procedures. The role supports reservation coordination, group arrivals and departures, VIP arrivals, and hotel sales and marketing efforts as directed by the General Manager. The agent provides information about hotel services, facilities, amenities, events, and nearby attractions, and arranges guest transportation when needed. The position also handles guest communications and requests, including calls, messages, wake-up calls, and complaints. It requires protecting confidential guest information, following up to ensure satisfaction, and referring major problems to a supervisor. Additional duties include maintaining clean common areas and the lobby, replenishing continental breakfast as needed, performing laundry functions as directed, completing shift paperwork and cashiering tasks, and presenting a professional appearance. Other duties may be assigned by a supervisor or management.
Responsibilities
- Books guest reservations and/or coordinates with the reservation center.
- Registers guests promptly and courteously, uses up-selling techniques, assigns rooms, and prepares for group check-ins, check-outs, and VIP arrivals.
- Handles confidential guest records with integrity.
- Answers and routes calls, takes accurate guest messages, and handles wake-up call requests.
- Assists with sales and marketing efforts as directed by the General Manager.
- Records pertinent guest information in the pass-on log.
- Replenishes continental breakfast as needed and keeps the area clean.
- Ensures the common area and lobby are clean and performs laundry functions as directed.
- Checks guests in and out and processes customer payments according to established policies and procedures.
- Promotes hotel services, facilities, and outlets and stays informed about upcoming hotel and local events and functions.
- Answers questions about the property and amenities and directs guests to area attractions and outlets.
- Arranges appropriate guest transportation to and from the hotel when necessary.
- Responds to guest concerns, resolves minor complaints, informs a supervisor of major problems or unhappy guests, and follows up to ensure satisfaction.
- Completes daily paperwork, including cashing out and documenting adjustments, miscellaneous postings, paid-outs, charges, and check-outs.
- Handles departmental accounting for monies, receipts, guest accounts, and other forms of credit; posts charges; completes cashier reports; prepares deposits; and counts the cashier bank.
- Balances the cash bag at the opening and closing of each shift.
- Transmits and receives messages using a computer, telephone, email, fax, and switchboard.
- Maintains a professional image through appearance and dress and follows company policies and procedures.
- Performs other duties as assigned by a supervisor or management.
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
Education Level
No Education Listed
