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 guest satisfaction, positive guest relations, and accurate processing of guest and financial information. The agent maintains current knowledge of hotel features and services, operating hours, room rates, packages and promotions, occupancy and arrival/departure information, and scheduled group activities. The position also communicates guest information to relevant departments and resolves discrepancies with Housekeeping and management.
Requirements
- High school graduate 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 guest needs, respond promptly, and acknowledge guests regardless of workload or time of day.
- Maintain positive guest relations.
- Maintain knowledge of hotel features and services, hours of operation, room rates, packages and promotions, daily occupancy and expected arrivals and departures, and scheduled group activities.
- Obtain the assigned bank, verify the accuracy of 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 luggage to rooms.
- Handle overbooked or walk-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 discrepancies on the room status report 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.
Benefits
- The posting states that great benefits are offered but does not specify them.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
