What are the responsibilities and job description for the Front Office Agent position at Leisure Sports?
Leisure Sports Service Department
Job Description
FRONT OFFICE AGENT
MISSION
To create great first and last impressions for hotel guests. Be aggressively hospitable to guests as they check in and check out of the hotel, and use names at every opportunity. To greet and register guests; assign rooms, issue room keys, and provide directions to rooms. In the absence of the Concierge, serve as a resource for all hotel guests for information on hotel and club features, services, programs and fees, as well as local attractions, dining, entertainment, sports and cultural activities. To assist guests with safe deposit box usage. To compute guest bills and collect payment.
REPORTS TO
Front Office Manager
DRIVERS OF SUCCESS
Personable, Friendly Demeanor
Customer Service Obsession
Team Player, Leadership Skills
Professionalism, Responsibility
Enthusiasm, Achievement Orientation
Communication Skills
PRIMARY RESPONSIBILITIES
Enthusiastically greet and check in hotel guests as they arrive; smile and use names often
Assign rooms to guests and issue room keys
Provide directions to room, either directly to guest, or as escort instructions to DTS Attendant
Keep records of room availability and guests' accounts
Be able to make, confirm and cancel reservations for guests
Be able to assist in posting charges such as room, food, liquor, spa services, or telephone to guest accounts
Be knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests' questions and to market all RCS services to guests
Be knowledgeable of all Concierge information resources, including where and how to access them, and be able to provide concierge-type services to hotel guests when the Concierge is not on duty
Assist hotel guests and club members in using the Business Center's computers, printers, copier, and fax machine; check the room frequently to deter vandalism or theft
Date-stamp, sort and rack incoming mail and fax messages, as needed
Compute guest bills and collect payment upon check-out
Answer incoming telephone calls when calls are forwarded to the hotel Front Desk; transfer calls professionally and efficiently; take accurate messages as needed
Control the safe deposit box room and system; assist guests with signing in and signing out safety deposit box items
Ensure that all RCS operational policies for the Front Desk, Business Center, safe deposit boxes, and Concierge Desk are followed
Be highly security and safety-conscious; report all suspicious or inappropriate behavior to the Front Office Manager, Rooms Director of Security Officer
Assist with administrative duties as requested
Other responsibilities or projects assigned by the Front Office Manager
ESSENTIAL PHYSICAL REQUIREMENTS
Qualified candidates, with or without reasonable accommodations, must be able to :
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