Front Desk Agent
About The Position
The Front Desk Agent assists hotel guests with check-in and check-out, answers and processes phone calls, and handles requests for services or information in accordance with standard policies and procedures. The role focuses on welcoming guests, providing thoughtful support throughout their stay, and delivering genuine hospitality. The position also involves maintaining accurate guest and payment records, coordinating with other hotel departments, and resolving guest concerns to support guest satisfaction. The posting outlines potential career paths from Front Desk Supervisor through Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.
Requirements
- High school diploma or General Education Degree (GED).
- One year of previous experience in a similar position in a hotel.
- Basic computer skills.
Responsibilities
- Resolve guest complaints and ensure guest satisfaction.
- Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of how busy it is or the time of day.
- Maintain positive guest relations.
- Maintain knowledge of hotel features and services, operating hours, room rates, packages and promotions, daily room counts and expected arrivals and departures, and scheduled group activities.
- Obtain the assigned bank, ensure the contracted monies are accurate, and keep the bank secure.
- Answer departmental telephone calls within three rings using the correct greeting and telephone etiquette.
- Process guest check-ins and verify registration card information with guests.
- Obtain and enter supporting information for guest credit or payment methods, 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 relevant guest information, such as 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
