Front Desk Agent
About The Position
Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay. Provide information regarding hotel facilities and guest accommodations to meet LM Services' high standards of quality. This role involves completing the registration process, handling reservations, managing payments (cash, credit cards, vouchers), performing calculations, posting charges, answering telephones, taking and delivering messages, and handling guest inquiries and issues. The position requires remaining calm and alert during busy periods and emergencies, problem-solving, and fulfilling other assigned duties.
Requirements
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require a high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
- Ability to stand for long periods of time.
- Ability to read, listen, and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Any combination of education and experience that provides the required knowledge, skills, and abilities to perform the job.
Responsibilities
- Greet customers immediately with a friendly and sincere welcome.
- Complete the registration process by obtaining and inputting guest information.
- Confirm pertinent information, including number of guests, room preference, special requests, and departure date.
- Select rooms according to guest needs.
- Provide room keys and confirm room number non-verbally.
- Complete reservation requests.
- Obtain and verify credit cards for authorization.
- Handle cash, make change, and balance an assigned house bank.
- Accept and record various forms of payment.
- Convert foreign currency at current posted rates.
- Perform accurate mathematical calculations.
- Post charges to guest rooms and house accounts.
- Answer the telephone promptly and professionally.
- Take and deliver accurate and timely guest messages.
- Deliver mail, small packages, and facsimiles for customers.
- Close guest accounts at time of check out and inquire about their stay.
- Negotiate compromise and authorize revenue allowances in case of dissatisfaction or dispute.
- Remain calm and alert during peak times, heavy hotel activity, or emergencies.
- Problem-solve and resolve all customer issues.
- Receive and log wake-up call requests.
- Deliver wake-up calls at the requested time when the automated system is not available.
- Complete all other duties assigned by supervisor or manager.
- Locate bell assistance to escort guests to their rooms.
- Provide safety deposit boxes for guests.
- Operate facsimile machine to send, receive, and log transmissions.
- Notify guests of incoming faxes.
- Use the photocopier to make copies.
- File registration cards in room number order.
- Retrieve registration cards from files for each check out.
- Cross-train Bell staff or other areas as needed.
- Report suspicious persons or activity to a supervisor immediately.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
