Front Desk Agent

Position:                     Guest Services Representative

FLSA Class:               Hourly Non-Exempt

Reports to:                 Front Office Manager (FOM)

Job Summary:

The Guest Service Representative works at the front desk of the hotel and provides  service to hotel guests and clients. The GSR greets and checks in arriving guests and  checks out departing guests. The GSR provides excellent customer service to all guests,  makes reservations for guests arriving on the same day or future dates, answers incoming  phone calls, and responds to any guest inquiries or requests. 

Duties and Responsibilities:

❑        Block incoming reservations based on guest requests and the availability of rooms  to meet those requests.

❑        Block arriving reservations of all groups if deemed necessary, pre-register the  rooms in the property computer system, place keys in envelopes and note the  room number on the envelopes.

❑        Register all incoming guests, making sure that all pertinent information is  obtained, registration card is completed, and the method of payment is  established.

❑        Accept and record credit card and photo ID information on guest accounts in the  hotel computer system.

❑        Assist as needed in other departments and areas including the Guest Breakfast,  Housekeeping, Laundry, and property designated events. 

❑        Maintain the cleanliness of the back office and front desk area.

❑        Anticipate guest needs, respond promptly, and acknowledge all guests in a timely  and courteous fashion.

❑        Always maintain a positive attitude.

❑        Address and resolve guest complaints in a timely manner to ensure guest  satisfaction.

❑        Document all guest requests and concerns and communicate information to the  responsible personnel for proper handling in a timely manner.

❑        Prepare a shift drop verifying the totals determined match the totals in the  property management system.

❑        Maintain the confidentiality and security of proprietary company information,  correspondence, reports, and files.

❑        Handle and document all Lost and Found items as directed by management’s  policies and procedures.

❑        Perform other duties as assigned by management. 

❑        Follow and adhere to all standards and regulations set forth by your hotel and as  directed by management.

❑        Be a Brand Ambassador of A&R’s Culture, Mission and Values.

Required Skills and Experience:

❑        Previous hospitality industry experience preferred but not required

❑        Highly energetic and motivated individual 

❑        Ability to take initiative and work with little direction

❑        Excellent interpersonal and communication skills with strong customer/client  focus essential 

❑        Strong problem-solving skills 

❑        Ability to work in a fast-paced, high pressure environment 

❑        Ability to shift and manage multiple priorities 

❑        Results driven focus and ability to work through to completion in a timely manner 

❑        Overtime may be required at times during the busy season as directed by  management

❑        Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Office

❑        A passion for delivering exceptional levels of guest service

Other Skills Required:

Physical: Must be able to stand for periods of time; ability to lift to 25 lbs.; may  require frequent bending, stooping and kneeling

Mathematical: Must be able to use basic mathematical techniques including  percentages and ratios

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.

I have reviewed and understand my job description.

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