Front Desk Agent

Job Description

Job Description

PROPERTY : Shore Hotel

TITLE : Guest Service Agent

DEPARTMENT : Guest Services

STATUS :

Non-Exempt, Full Time, Part-Time, Regular

SUPERVISED BY :

Front Office Manager, Assistant Front Office Manager, Guest Services Supervisor

SUPERVISES :

This position will not supervise anyone.

A Guest Service Agent is responsible for greeting visitors of the hotel, checking guest in & out of the hotel, and ensuring that the guests’ stay is personable and enjoyable as part of the hotel’s continued efforts to deliver outstanding guest service and financial profitability.

ESSENTIAL DUTIES :

• Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and / or has a bell person accompany him / her.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints and assist in a resolution for complete guest satisfaction.
• Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Assist with PBX operators, bell staff, and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
• Be compliant and understand Shore Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain communication with other hotel departments as it pertains to guest services.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Shore Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Complete and send out Shore Report when needed and ensure agents are completing daily checklists.
• Complete the daily Market Metrix email distribution list and send in to Market Metrix through email.
• Keep front desk completely stocked operational materials beginning and end of shift.
• Ensure required pars of all front office and stationary supplies.

ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES :

Proven success in the following job competencies :

EXPERIENCE :

EDUCATION :

WORKING CONDITIONS & PHYSICAL WORK DEMANDS :

OTHER :

Note : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and / or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.