Front Desk Agent

Front Desk Agent

General Responsibilities:

• In a warm and inviting way, greets and directs guest at the time of check-in and throughout the guest stay.
• Takes responsibility for special request from guest and handles in a quick, efficient and courteous manner.
• Completes Daily Shift Checklist:
  • Reviews all departures for correct billing and reads reservation comments for any events/disturbances that may have occurred during the guest stay.
  • Resolves any outstanding issues.
  • Verifies payment method for third party reservations and takes deposits and/or completes routing.
• Reviews arriving reservations for correct billing and the reservation comments/request ensuring items requested are delivered (e.g., mail, package coupons, special event coupons, rollaway, pet friendly room/room preference).
• Communicate with other department personnel to complete guest request.
• Directs incoming guest providing an overview of the property and upselling when appropriate.
• Ensures all guest sign a guest registration card, provides a valid credit card and/or other method of payment.
• Answers telephone calls within 3 rings with proper greeting.
  • Screens telephone calls, makes room and vacation home reservations.
  • Answers guest inquiries pertaining to resort amenities, dining, entertainment and travel directions.
  • Responds to guest comments/complaints in a timely manner and takes responsibility to resolve the guest request and/or concerns.
• Accurately post charges to guest folios, such as for the gift shop, golf, spa or the restaurant.
• Verify front desk banks and deposits each shift and follows all cash-handling and credit card policies.
• Accurately record information in all of the required logs and related service systems (e.g., telephone, second effort and Service Pro).
• Responsible for the order and cleanliness of the front desk and lobby area.
• Reports all unsafe condition immediately.
• Maintain a good working relationship with all departments.
• Comply with all policies and procedures set forth by the property Employee Handbook.

Job Qualifications

• High School Diploma or GED
• Preferred front office experience in the hotel, leisure and/or retail sector
• Ability to work well with others
• A desire to deliver exceptional levels of Guest Service
• Exhibit effective communication skills, both written and verbal
• Basic math skills and prior cash handling experience
• Detailed oriented and ability to multi-task and work well under pressure
• Ability to stand during a 6 to 8 hour shift
• To successfully fill this position, the candidate should maintain the attitude, behaviors, skills and values as described in this description.

FLSA Information

Management Activities

• None

Discretion / Independent Judgment

This position does represent the company in handling complaints, arbitrating disputes or resolving grievances. A Front Desk Agent will be expected to work with guests and visitors to ensure satisfaction. A Front Desk Agent will have to take initiative and get creative in resolving guest challenges and involve a supervisor only when previous methods have been unsuccessful.

ADA Information

Physical Requirements

• Ability to speak and hear
• Close and distance vision
• Frequent standing with some walking and sitting
• Will stand for long periods of time
• Frequently lifts/carries up to 5 lbs
• Occasionally lifts/carries up to 25 lbs
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
• Able to reach hands and arms in any direction and kneel and stoop repeatedly

Working Conditions

• Generally in an indoor office setting
• Will be using a computer frequently
• Varying schedule to include evenings, holidays and extended hours as business dictates