Front Office Agent
About The Position
As a Front Office Agent, you are customer-service oriented individual who is dedicated to representing the hotel with enthusiasm, professionalism, and a businesslike demeanor to all hotel guests, clients, agents, and the community. You are a positive, hardworking team member who will conduct the business of the property’s front office in this dynamic work environment. The Front Office Agent strives for success and will be expected to uphold the values of excellent customer service, organization, and executing their responsibilities through record keeping, telephone operations, guest interactions, and other related tasks.
Requirements
- At least 1 year of Hospitality Related Experience
- Must be able to lift and/or carry up to 40 pounds frequently to assist guests
- Ability to stand for extended periods of time
- Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors and guests a normal in-person and phone conversation
- Ability to bend and twist, push and pull, stoop, and kneel
- Ascend and descend a ladder
Responsibilities
- Greet and welcome guests upon arrival.
- Register guests into the computer, verifying reservation, address, and credit information.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Maintain a house bank and make a deposit and accurate report of receipts daily.
- Control entrance of safety deposit boxes.
- Post miscellaneous charges as requested.
- Assist concierge in handling mail and facsimiles and providing guests with information regarding hotel facilities and local attractions.
- Book reservations for those guests who approach the Front Desk.
- Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet, and ensuring guest knows location of room and/or has a bell person accompany him/her.
- Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards.
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
- Field guest complaints.
- Resolve and negotiate solutions for guest satisfaction.
- Communicate with guests via GXP chats with guest name and member level, and use professional, clear messages, always asking if there is anything else they need.
- Carries out supervisor requests in accordance with hotel policies and standard operating procedures.
- Follow 4 Keys service standards, standard operation procedures, and safety standards.
- Follow all appropriate policies and procedures while constantly striving to improve all standards of operations.
- Follow safety and security procedures.
- Adhere to attendance and reliability standards.
- Additional guest services duties as assigned by management.
- Follow all additional duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
