Front Desk Agent

POSITION SUMMARY:

Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and assigns rooms, accommodating special requests whenever possible.

Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

DUTIES AND RESPONSIBILITIES:

• Register guests and assign rooms.  Accommodate special requests whenever possible.
• Assist in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adhere to proper credit and cash handling policies and procedures.
• Understand room status and room status tracking.
• Present options and alternatives to guests and offer assistance in making choices.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Know the location and types of available rooms as well as the activities and services of the property.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Know cancellation procedures.
• Maintain guest room key storage, and maintain and supervise access to safe deposit boxes.
• Know how to use front office equipment.
• Process guest check-outs.
• Work closely with the housekeeping department in the keeping room status reports up to date and coordinate requests for maintenance and repair work.
• Use proper telephone etiquette.
• Perform cashiering tasks like bill/invoice settlement, posting charges to the guest, and paid outs.
• Use proper mail, package, and message handling procedures.
• Communicate services and amenities of the hotel to guests.
• Obtain proper credit card information and follow all billing guidelines as noted in the PMS system.
• Read and initial the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attend department meetings.
• Report any unusual occurrences or requests to the manager or supervisor.
• Know all safety and emergency procedures, Is aware of accident prevention policies.
• Maintain the cleanliness and neatness of the front desk area.
• Wear the proper uniform at all times. Uniform must be wrinkle-free, clean and neat.
• Follow all hotel safety policies, procedures and brand standards.
• Handle other duties as assigned by Front Office Manager

PREREQUISITES:

• Must be willing to work days, nights, holidays and weekends.
• Must be knowledgeable of the property and surrounding areas, for guest requests
• Friendly, outgoing personality and professional appearance required.
• Physical stamina and mobility including ability to reach, kneel and bend with ability to lift, push, and pull up to 50 pounds.
• Strong verbal communication skills required with an understanding and ability to work in a multi-cultural environment.
• Must be able to work at a high volume and handle stress in a positive way.
• Must be able to assist guests with complaints.
• Ability to work independently with little or no supervision.