Front Office Agent

Job Summary:

The Front Office Agent is responsible for the accurate, courteous, and efficient check-in/check-out of hotel guests.

Supervisory Responsibilities:

Duties & Responsibilities:

• Maintain complete knowledge of:
• All hotel features/services and hours of operation.
• All hotel restaurant food concepts, menu price range, dress code, and ambiance.
• All hotel room types, numbers/names, layout appointments, amenities, and locations.
• All hotel room rates, special packages and promotions, and room availability status for any given day.
• Daily house count and expected arrivals/departures.
• Scheduled daily group activities, names, and locations of meeting rooms.
• Maintain complete knowledge and comply with all hotel policies and procedures.
• Meet with departing Overnight Agents to review business status and follow-up items.
• Set up workstations with necessary supplies; maintain cleanliness throughout the shift.
• Promote positive guest relations to all individuals approaching the Guest Services Areas
• Handle guest complaints by following the procedures and ensuring guest satisfaction.
• Collect guest preferences for all guests.
• Access all functions of computer systems according to established procedures and standards.
• Answer the department telephone using proper telephone etiquette.
• Provide callers with accurate information on hotel facilities and services.
• Document all guest requests, complaints, or problems immediately and notify the designated department/personnel for resolving the situation.
• Accept and record wake-up call requests.
• Assist in emergency situations as a central communication center for the hotel.
• Book reservations accurately and in a professional manner.
• Hard-block any special room request, such as handicap-accessible rooms and suites.
• Document and confirm reservations and cancellations.
• Promote packages, promotions, and upsell whenever possible.
• Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
• Generate, print, and distribute daily and weekly reports.
• Pre-register designated guests and prepare key packets.
• Process all guest check-in according to established hotel requirements.
• Register guests in the computer and generate a registration card.
• Verify registration card information with guests.
• Obtain backup information for guests; credit/payment method and input into the system; collect cash when designated.
• Obtain proper identification for tax-exempt guests and retain a copy.
• Introduce Bell Person to escort guests and transport their luggage to the room.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Request guest comments on their stay.
• Handle requests for late checkouts according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel procedures.
• Assist all departments in obtaining appropriate information regarding groups' inventory and guest information.
• Adhere to proper accounting procedures:
• Process adjustment vouchers, paid-outs, and miscellaneous charges.
• Make change for guests and cash guests' personal checks/travelers checks.
• Post charges and settle room accounts.
• Process all checkouts according to established hotel requirements.
• Resolve any late charges.
• Present folio to guests and resolve and dispute charges.
• Run closing reports count bank at the end of the shift.
• Complete designated cashier reports
• Balance and drop receipts.
• Secure bank.
• Assist PBX, Concierge, Bell Staff, and Reservations as assigned.
• Legibly document maintenance needs on work orders and submit them to Engineering - KYC system.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Ability to focus attention on guest needs, remaining calm and courteous.
• Excellent written and verbal communication skills.
• Ability to think clearly, and quickly, maintains concentration, and make concise decisions.
• Ability to ensure the security of guestroom access.
• Excellent organizational skills and attention to detail.
• Proficient in Microsoft Office Suite or similar software.

Education & Experience:

• High school diploma or equivalent is required.
• A college education or training in the hospitality industry is preferred.
Previous experience as a Front Office Receptionist in a luxury market is preferred.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting.
• Must be able to lift up to 15 pounds at times.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.