Guest Services Agent

Westmont Hospitality Group 

Confidential and Proprietary 

Front Desk Agent 

Job Description 

Position: Front Desk Agent 

Revision Date: May 2022 

Hotel: Doubletree Melbourne Beach Oceanfront

Department: Front Desk 

Reports to: Director of Rooms 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. 

• Greet customers immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions. 
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate.  Make an appropriate selection of rooms based on guest needs.  Code electronic keys, certificates, and coupons as appropriate.  Requires continual standing and movement throughout front office areas. 
• Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make change and balance as assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer. 
• Promptly answer the telephone using positive and clear English communication.  Input messages into the computer.  Retrieve messages and communicate the content to the guest.   Retrieve mail, small packages, and facsimiles for customers as requested.  
• Close guest accounts at the time of checkout and ensure guest satisfaction.  In the event of dissatisfaction, research and an attempt to resolve the problem within established guidelines, may include turning the problem over to a supervisor. 
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.  Remain calm and alert especially during emergencies and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times. 
• Adheres to all company policies and procedures. 
• Follows safety and security procedures and rules. 
• Knows department fire prevention and emergency procedures. 
• Utilizes protective equipment. 
• Reports unsafe conditions to supervisor/manager. 
• Reports accidents, injuries, near-misses, property damage, or loss to supervisor. 
• Provides a safe work environment by following all safety and security procedures and rules. 
• All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook). 
• Assists other Front Desk Personnel when needed. 
• Perform any related duties as requested by supervisor/manager. 

 KNOWLEDGE, SKILLS & ABILITIES 

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable 

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.  High school diploma preferred.  
• Prior hospitality experience preferred, but not required. 
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error. 
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts. 
• Ability to read, listen, and communicate effectively in English, both verbally and in writing. 
• Ability to access and accurately input information using a moderately complex computer system. 
• Hearing and visual ability to observe and detect signs of emergencies. 

 PHYSICAL DEMANDS 

• Ability to stand and move throughout the front office and continuously perform essential job functions. 
• Stand 95% of shift 
• Lifting to 25 pounds maximum. 
• Occasional twisting, bending, stooping, reaching, standing, walking. 
• Frequent talking, hearing, seeing, and smiling.  

 ACKNOWLEDGEMENT 

(Employee Name) _________________________________certify that I fully understand the essential parts of the job for the _______________________________________ (Position).   

Name: ___________________________________ Signature: __________________________________ Date:________________.