What are the responsibilities and job description for the Front Desk Agent position at Adventurelands of America Inc?
We are looking for a responsible Front Desk Agent to join our team and provide excellent customer service to our hotel guests. Front Desk Agents responsibilities include creating reservations, registering guests for rooms, handle customer complaints and requests, customer service to hotel and non hotel guests, and light cleaning.
Responsibilities
Register Guests
Providing rooms for guests with or without reservations is the chief task of our Hotel Front Desk Agent. This includes servicing same-day reservations as well as pre-registered guests. The Hotel Front Desk Agent will provide information about available rooms and rates, furnish room keys and hotel information, and process payments. These duties also include checking guests out of the hotel.
Handle Complaints and Requests
A Hotel Front Desk Agent is typically the individual who is approached by guests with comments, complaints or service requests. A guest who wishes to complain that a room is too hot or cold, for instance, or who needs extra towels or bed linen will speak to a Hotel Front Desk Agent. It is the responsibility of the Hotel Front Desk Agent to handle the request him/herself or contact the personnel who would satisfy the request or complaint.
Perform Bookkeeping Duties
In many cases, a Hotel Front Desk Agent will be responsible for balancing cash accounts and ensuring that all checkout payments balance at the end of their shift.
Hotel Front Desk Agent Skills
Attention to detail and strong communication, organizational and interpersonal skills are important for Hotel Front Desk Agents. A strong sense of customer service is required, as Hotel Front Desk Agents spend much of their time interacting with the public. Strong mathematical skills are needed in order to complete payment processing and bookkeeping responsibilities. In addition to these general skills, a Hotel Front Desk Agent could be expected to possess the following skills.
Core skills
Using oral and written communication skills to register and accommodate guests
Managing guest service requests
Processing cash or credit card payments
Maintaining updated information on room availability, reservations and guest messages
Understanding how to use hotel Property Management Software (PMS) systems
Advanced skills
Apply selling techniques when needed to register rooms
Knowledge of basic bookkeeping processes
Ability to work in other departments such as housekeeping, trolley stop, and laundry if needed
