Front Desk Agent

Guest Service Representative Job Description

Reports To: General Manager

FLSA Status: Non-exempt

Position Summary

The Guest Service Representative works under the direction of the Front Desk Supervisor and General
Manager. Responsibilities include daily checklist activities, performing various marking duties to generate additional revenue, providing optimum guest service and satisfaction. Every new hire will be placed on a 30 day probation period to ensure brand standard are being met. There will be a performance review before or within the first 30 days.

Primary Responsibilities

• Reconcile the cash drawer before & after shift by counting bank & printing cashier shift report
• Check house count to determine the rooms available for the day
• Print shift change reports
• Pre-blocks arrivals with special requests
• Review credit limit exception report & gets additional approval if necessary
• Check expected departures for today & clears checkouts or extends stays after check out time
• Update housekeeping room status when received from housekeeping
• Balance departments from daily activity report at the end of shift
• Performs cashier shift change when cash is in balance
• Explain any of the hotel’s promotional items to each guest checking in & gives them to any guest who requests them
• Mention various hotel amenities, (i.e. free breakfast, spa, fitness center, voice mail, etc.) to guests during lags in phone or in-person conversations
• Upsell services as needed
• Documents any new commercial customer checking in so that a new account can possibly be opened
• Document walkouts
• Determines why rooms are blocked & asks maintenance to fix problem
• Performs a courtesy call to every guest checking in
• Respond promptly to any guests inquiries or complaints
• Offers alternate solution if guest demand cannot be met
• Show personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger
• Demonstrate commitment to servicing the guest
• Document any guest accidents by completing the accident report form
• Complete the maintenance log whenever a complaint is reported
• Other duties as assigned

Education/Experience

• High School diploma or GED preferred
• Customer service experience required
• Experience handling cash
• Attention to detail
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.
• Front Desk experience required. (1 Year)

Physical Requirements

• Walking and standing during shift (approximately 5 hours)
• Use of keyboard and telephone throughout shift
• Some bending, lifting, and carrying
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Job Type: Part-time

Pay: From $13.00 per hour

Expected hours: 24 – 40 per week

Schedule:

• 8 hour shift

Experience:

• Front Desk: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $13