Front Desk Agent

About the position

The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. The Front Desk Agent must be accurate with daily accounting procedures. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname!

Responsibilities

• Provide high level of customer service
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Third Shift) checklist by end of shift.
• Follow established key control policy.
• Ensure that yourself as a front desk employee are well presented (uniforms, personal hygiene etc.)
• Ensure proper credit policies are followed and verify credit limit report.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services.
• Knowledgeable of fire and emergency procedures.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Performs all other duties as directed by immediate supervisor.
• Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.

Requirements

• High school diploma or general education degree (GED); and six months to one year related experience and/or training.
• Ability to read, analyze, and interpret procedure manuals.
• Ability to effectively present information and respond to questions from guests.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to operate the Property Management System, capture email, and use the PBX system.
• Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service.