Front Desk Agent

Front Desk Agent

Summary

Responsible for the prompt, efficient, and courteous check in and check out of guests and assisting in working as part of the hotel team to provide an outstanding guest experience.

Responsibilities:

• Ensure efficient communication with team members, vendors, and guests.
• Maintain a welcoming attitude and respond to all service questions and requests.
• Responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures.
• Responsible for collecting payment for services rendered during a guest stay, and for meeting many other guests’ needs during their stay.
• Ensuring your uniform, personal appearance, and communications are professional.
• Accountable for processing check-ins and check-outs in a friendly, efficient, and courteous manner.
• Creates reservations and processes special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Works as a team player in meeting guests' needs.
• Provides gracious and efficient telephone services.
• Responds to incoming calls and emails promptly and knowledgeably ensuring accurate information.
• Prepares for daily arrivals and creates room keys for incoming guests.
• Accepts and provides wake up calls for guests.
• Collaborates effectively with other service departments to effectively manage guest services.
• Listen, apologize with empathy, and direct the complaint to the proper supervisor when resolving guest problems.
• Processes customer credit at check-in/out in accordance with hotel policy
• Communicate and answer inquiries from guests regarding booking, hotel/local amenities, restaurants, transportation, entertainment, etc.
• Determine a guest's reservation status and identify how long the guest will stay.
• Help guests’ complete registration cards, and then assign rooms, accommodating guest’s special requests whenever possible.
• Verify the guest's method of payment and follows established credit-checking procedures.
• Follow all cash handling and credit card authorization policies.
• Be aware of all rates, packages, and special promotions.
• Have knowledge of emergency procedures and aid as needed.
• Maintain and market promotions and guest programs.
• Maintain a clean work area. (Front Desk, Lobby, Coffee Station, Meeting spaces and Rooftop)
• Assist guests with safe deposit boxes and requests.
• Communicate with Maintenance and Management when something is out of order and properly create Maintenance slip request in a timely manner.

Requirements:

• High school diploma or equivalent.
• Two (2) years of customer service experience
• Comfortable with and experience with computer systems
• Must be highly confidential in handling guests’ personal and financial payment information.