Front Office - Front Desk Agent

About the position

The Guest Service agent position provides a warm and welcoming experience for all guests and visitors. Handles all aspects of guest registration/check-in and checkout procedures. Provides special assistance and information about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue.

Responsibilities

• Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests.
• Registers hotel guest by obtaining or confirming room requirements, verifying pre-registration, assigning rooms, obtaining information and signatures.
• Issues door key cards and establishes guest credit by verifying credit cards or obtaining cash.
• Directs guests to hotel rooms by showing room locations on a hotel map.
• Effectively handles internal and external customers, some of whom may require a high level of patience, tact, and diplomacy to defuse anger.
• Maintains hotel records by entering required room and guest account data into systems.
• Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate.
• Collects hotel revenue by entering services and charges, computing bills, and obtaining payments.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management.
• Follows all safety policies and procedures and reports potential safety issues to managers.
• If working overnight shift, may be required to prepare breakfast vouchers for arriving guests.
• May provide concierge assistance by providing information about services guests may require.
• Receives and responds to incoming telephone calls from the public and guests.
• Conveys messages and deliveries to guests by receiving and delivering messages, mail, facsimiles, packages, and guest supplies.
• Improves job knowledge by attending training sessions as instructed.
• Contributes to guest services and hotel success by welcoming related, different and new requests.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Requirements

• Guest service or customer service experience desired.
• Must have excellent customer service/communication skills to work with guests of various social, cultural, economic, and educational backgrounds.
• Requires ability to perform basic math skills.
• Requires basic computer skills to enter data, read, and interpret information.
• Requires attention to detail and problem-solving skills.
• Must be able to speak, read, write and understand English.
• Able to work independently with minimal guidance and as part of a team.
• May be required to possess a Food Handler's certificate if assigned to the night shift.
• Must maintain a clean appearance and professional demeanor.

Nice-to-haves

• Successful proficiency in accounting procedures.
• Meticulous attention to detail.
• Strong organization capabilities.
• An independent work ethic.