Front Desk Agent

FRONT DESK GUEST SERVICES REPRESENTATIVE JOB DESCRIPTION

Job DutiesSometimes known as a customer service representative, guest services associate, reservations clerk, or receptionist, a front desk agent is the hospitality industry equivalent of a restaurant host. The main responsibility of a front desk agent is to meet the needs of all guests staying with the hotel. Job duties include answering phones, booking reservations, responding to emails and electronic reservations, greeting guests upon entry to the hotel, checking in new guests, checking out guests, answering questions, and providing any necessary services to ensure a customer’s satisfaction. While job functions may be varied and numerous, the atmosphere will also vary by hotel brand and location. The job of a front desk agent is often more slowly paced than other areas in the service industry. Depending on the shift, there may be a lot of downtime in between phone calls or guest interactions.

Job Qualifications and CompensationFor most positions at hotels, you must be at least 18 years old to apply. Beyond the age requirement, most front desk jobs are entry-level in nature. Some hotels may insist that applicants have a high school diploma, but education and training beyond that is normally optional. In most cases, no prior work experience is required for a front desk job; however, previous experience in customer service or working as a receptionist will set you apart from the competition and lead to a higher salary. Desirable attributes for a front desk agent include friendliness, a professional demeanor, and the desire to help others.

The most important part of a hotel front desk clerk’s job description is projecting a high quality image of the hotel itself. Sometimes staff in this highly valued position are the first guests see as they arrive and last members of hotel staff before they see before leave. So embedding a first and lasting impression in the minds of all customers is crucial for future and return business.

That wasn’t really a ‘job description’ as such, but when you choose a career working in guest services (of any kind), you must be well mannered and polite. And if you do not represent the venue in a satisfactory way, you can bet a huge chunk of cash you won’t be employed for very long!

As a key members of staff of any hotel, front desk clerks (or agents, as they are often referred to) will first greet and welcome guests upon they’re arrival. Next they would check the customers reservation on the computer system to confirm the booking, then obtain a credit card to log against that booking.

A room key is then allocated to the customer. In newer hotels, room keys are usually key cards, which are credit card size plastic cards which get swiped through the security key slot in the room door lock.

Part of front desk job responsibilities is receptionist, which could include office typing duties and also include acting as a link with other hotel departments. For example, if a guest has a problem during their stay with perhaps linen in their room, they would not seek out a member of housekeeping staff, but more will typically contact the front desk and explain their problem. Front desk staff would then contact the appropriate department.

Other essential front desk duties include answering telephones to book reservations, or to redirect calls to hotel guests. They also include taking and answering queries relating to the hotel itself – it’s amenities and facilities, as well as handling the initial customer service complaints.

The front desk job description also includes :

• Working directly with concierge staff
• Arranging guest travel and transportation – for example, to the airport
• Calculate final bills and receive payment
• Direct calls from guests and (depending on hotel size) take room service orders
• Receiving and sending emails (bookings, reservations, transport)
• Sales experience - not always required, but is a great asset to hold

Communication skills for this position are also very important. Having a clear understanding of a guests query and where to direct it is essential.

The front desk manager will head the front desk department, and hold responsibility for front desk operations. This hotel managers job will also include providing staff training and scheduling rota’s for staff schedules for the coming week or month. As with most management roles, a person in this position will work a typical working week, but must be prepared (as with all management staff) to work night shifts and cover staff sickness leave in the emergency other members of front desk staff are unable to work.

Job Title : Front Desk

Department : Front Office

Job Purpose : To maximize customer satisfaction by providing an efficient multi-lingual guest contact function that addressed the day to day needs for the hotel’s guest.

B. KEY RESULT AREAS ( Front Desk )

• Front desk should greet guest on arrival at the resort and conduct check-in and registration procedures.
• Front desk should double check villas prior to guest check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
• Front desk to implement and maintain guest recognition program.
• Front desk should know how to handle guest complains, inquiries, comments, log them and initiate appropriate action and follow up.
• Front desk should maintain and up to date files and information on tours sightseeing and points of general interest and make the necessary bookings when requested.
• Front desk to conduct inspection of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary. Coordinate with HK department.
• Front desk should conduct hotel site inspection when directed.
• Front desk to up sell all hotel, spa, optional tours and activities.
• Front desk should entertain guests as and when appropriate.
• Front desk should assist guest with the billing.
• Front desk to ensure that guest check out arrangements are in order, and to bid the guest farewell.
• To carry out administrative requirements as directed.
• To handle all check out efficiently and professionally within minimum delays based on policy and procedures.
• To maintain guest account in a systematic manner to facilitate balancing a shift end.
• To handle foreign exchange ensuring that every transaction is noted on appropriate voucher and signed by guest.
• Front desk should be alert of foreign currency, traveler’s cheques and expired credit cards and to notify the Front Office Manager.
• Front deskto check validity of travel agents vouchers.
• Front desk to ensure that hotel’s credit policy is adhere to all times.
• Front deTo prepare and balance cash report and remittance envelope at the end of the shift.
• Front desk to always ask guest to return keys and Ipod upon settling of account and ensure that the key is returned, the IPOD is work properly and returned to the Resort Host.
• Front desk should maintain the Logbook by recording any information and guest comments.

C. GENERAL

• Front desk should contributes to the morale and team spirit of the hotel by maintaining effective relationship with colleagues.
• Performs additional duties as directed by supervisors.
• Make appropriate suggestion and recommendations to supervisors for general improvement of the hotel.
• Is fully conversant with all health and safety, fire and emergency procedures.
• Maintains a high standard of personal hygiene, dress, uniform, and body language.
• Is polite and professional in any situation where the Image or reputation of the hotel is represented.
• Attends meetings and training as required by supervisors.

D. PERFORMANCE EVALUATION CRITERIA

• Quantity and nature of guest complaints and feedback.
• Global and departmental result.
• Attendance at training sessions.
• Accuracy of administration and follow up.

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Job Type: Full-time

Pay: $14.81 - $15.50 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekends as needed

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person

Salary : $15 - $16