What are the responsibilities and job description for the Front Office Agent position at GRAPETREE SHORES, INC?
Job Description
Job Description
Description :
Responsible for assisting our guests and members efficiently, courteously and professionally in all Front Office related functions.
General Hospitality Job Responsibilities
Maintain hotel’s Quality Customer Service standards and uphold the mission statements through the strict follow up of the Hospitality Rules.
Maintain and abide to time clock rules, report to work area on time.
Keep high grooming standards at all times and keep work area clean and safe.
Wear, maintain and follow uniform standards at all times.
Must become familiar and proficient in all aspects of the property, departments, locations, hours of operations, rooms, activities, etc. respond to guests accurately.
Use guest etiquette at all times.
Follow proper Handling Inquiries / Requests and complaints standards, and maintain the guest satisfaction rule at all times.
Use proper telephone etiquette and answering techniques when answering the telephone.
Anticipate guest’s needs, respond promptly and acknowledge all guests, at all times.
Maintain positive guest relations at all times.
Follow proper emergency and safety procedures at all times.
Assist all disabled guests, catering to their special needs as much as possible.
Essential Duties and Responsibilities
Monitor red flag report for guest complaints, comments or problems, within 20 minutes
Monitor room availability status and house count
Handle walk-in guests according to hotel procedures
At check-in : locate reservation / registration card, review reservation information, check for vouchers and register guest in computer
Issue safety deposit boxes according to procedures
Give guests correct location and orientation to hotel facilities and services
Arrange bell services for check-in and check-out guests
File registration cards according to procedures
Communicate with Guest Relations Manager on repeat guests, to ensure proper welcome and special amenity
Handle all V.I.P.’s according to set rules
Verify all complimentary room requests for required approval signature
Handle all guests on special packages according to procedures
Accommodate all disabled guests according to their needs
Separate room / tax and incidental accounts according to set rules
Handle rate changes efficiently
Handle room change requests to guest satisfaction, identify reason for change and follow-up if there is any problem
Handle all guest complaints professionally and courteous
Monitor bell stand telephone and log and assist where necessary
Take all guest messages using proper telephone handling standards
Handle all wake-up call according to procedures
Pick-up contract bank / floating bank
Make change for hotel patrons, and cash travelers following guest procedures
Process miscellaneous charges and paid outs
Check-out guests according to standards : initiate guest check-outs, check for late charges, present folio, handle dispute charges efficiently, settle guest account and collect keys
Ask all guests feedback on hotel experience and recommend to fill Guest Comments card
Handle all charges after departure as instructed
File all room keys if applicable
Strictly follow procedures for cashiering, cashier’s report, drop envelop and secure bank
Review following day’s arrival report, block rooms and handle V.I.P requests and block special requests
Pre-register V.I.P’s
Be familiar with the property’s fire and emergency program
Any other reasonable duties as required
Requirements : Qualifications
High School Diploma or equivalent
Fluent in English,
Knowledge, Skills and Abilities
Excellent computer skills
Excellent communication skills
Ability to focus attention to detail
Ability to solve problems and follow up
Customer-oriented
Pleasant personality
Team player spirit
Working conditions
This position works in the usual front desk and lobby environment with the usual considerations to space, lighting and air conditioning.
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