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 special requests for services or information in accordance with standard policies and procedures. The role focuses on guest satisfaction, positive guest relations, accurate handling of guest accounts and payments, and coordination with other hotel departments. Potential career paths include Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.
Requirements
- High school graduate or General Education Degree (GED).
- One year of previous experience in a similar hotel position.
- Basic computer skills.
Responsibilities
- Resolve guest complaints and ensure guest satisfaction.
- Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
- Maintain positive guest relations.
- Maintain current knowledge of hotel features and services, hours of operation, room rates, packages and promotions, daily room counts, expected arrivals and departures, and scheduled group activities.
- Obtain the assigned bank, ensure the accuracy of contracted 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 and enter backup information for guests’ credit or payment methods, and collect cash when designated.
- Direct the Bell Person to escort guests and transport luggage to their 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 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.
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
