Front Desk Agent
About The Position
The Front Desk Agent greets and registers guests, provides guest service, and settles guest accounts at the end of their stays. The role normally works a regular front desk AM/PM shift, but may be assigned AM, swing, or overnight shifts and weekend work as needed. Responsibilities include handling reservations and check-in/check-out, maintaining guest accounts and records, communicating hotel services and amenities, coordinating guest needs with other departments, and responding to requests and complaints. The agent may also assist with hotel operator or concierge duties and support overbooked or relocated guests.
Requirements
- Excellent customer service and interpersonal skills; service-oriented, energetic, and outgoing.
- Ability to remain composed and calm and maintain a positive attitude.
- Ability to follow directions with attention to detail, speed, and accuracy.
- Ability to work as a team player under minimal supervision and multitask in a fast-paced environment.
- Excellent organizational skills and basic arithmetic knowledge.
- Ability to input data and access information on a computer.
- Working knowledge of Microsoft Office and prior experience with a hotel management system.
- Ability to read, write, and understand English.
- Ability to exercise confidentiality and discretion.
Nice To Haves
- Experience with the OPERA hotel management system is preferred.
Responsibilities
- Greet guests cordially and interact professionally to create a positive guest experience.
- Register guests, confirm reservations, verify registration details, assign rooms, and provide information about messages, mail, faxes, and hotel services.
- Perform check-in and check-out procedures, process financial transactions, and settle final guest accounts.
- Make and modify reservations, including same-day reservations; follow cancellation and relocation procedures; review special requests and block rooms accordingly.
- Maintain complete working knowledge of front-office operations, the property management system, hotel features and services, room types and rates, availability, arrivals and departures, and in-house activities.
- Set up accurate guest accounts according to guest requirements, including separate room, tax, incidentals, or comp accounts.
- Maintain guest history files in the property management system and ensure awareness of promotions, activities, VIP arrivals, groups, conferences, and special requests.
- Coordinate with other departments to address guest needs.
- Log guest requests, room defects, complaints, and problems; follow up after requests and repairs to confirm satisfactory resolution.
- Resolve guest complaints and assist with room changes and accommodations for overbooked or walked guests.
- Maintain an organized, clean work area and ensure necessary supplies are available.
- Meet daily with the Front Office Manager or supervisor to review assignments and priorities, and communicate follow-up items with the prior shift's Front Desk Agent.
- Answer department telephone calls according to property guidelines and proper etiquette.
- Assist with handling and logging mail, packages, facsimiles, and guest items; take and relay messages accurately and promptly.
- Assist with hotel operator and/or concierge duties when required.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
