Front Desk Agent
About The Position
The Front Desk Agent is responsible for maintaining knowledge of all hotel features, services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities. They must be familiar with local attractions to respond to guest inquiries accurately and maintain complete knowledge of correct equipment maintenance and use. The role involves answering the telephone promptly, monitoring and maintaining cleanliness of assigned work areas, verifying guest information, and communicating pertinent guest information to designated departments. The agent will also manage a cash bank, process payments, resolve discrepancies, maintain guest information and occupancy status, accept and record wake-up calls, and assist in handling emergencies. Adherence to all department, Commonwealth Lodging Management, hotel policies, brand standards, policies, and procedures is required. This job description is a general overview and not an exhaustive list of all duties.
Requirements
- High School Graduate or General Education Degree (GED): or Work Equivalent
- Computer skills required.
- Good understanding of the English language, good communication skills both written and verbal.
Nice To Haves
- Familiarity with Microsoft Office preferred.
- Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.
- Experience with hotel property management systems is preferred.
- Previous cash handling experience is preferred.
Responsibilities
- Be in proper uniform, with a nametag.
- Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
- Be familiar with all local attractions/activities to respond to guest inquiries accurately.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Use equipment only as intended.
- Answer telephone within 3 rings, using correct greeting and telephone etiquette.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Verify guest information upon arrival and departure and always maintain guest confidentiality.
- Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
- Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash).
- Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.
- Resolve discrepancies on the room status report with Housekeeping.
- Maintain all guest information and hotel occupancy status using hotel operating systems.
- Accept and record wake up calls, delivering to the right department.
- Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency.
- Must act as quickly and responsibly as possible to return the building to its normal operating status.
- Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures.
- As well as the brand standards, policies and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
