Front Desk Agent

Position Purpose

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular front desk AM/PM shift but may be asked and assigned another shift due to work needs including AM, Swing, Overnight and work on weekends.

Duties and Responsibilities

• Main responsibilities include registering guests, making and modifying reservations, and may be required to assist with hotel operator and/or concierge duties.
• Have complete working knowledge of Front Office operations and Property Management System, including all daily transactions.
• Possesses knowledge of all hotel features, services, hours of operation, room numbers and room types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Greet guests cordially and interact professionally to create a positive connection with all guests of the hotel.
• Perform check-in procedures by confirming reservations and reviewing all noted information, perform check-out procedures including all financial transactions and settle final account upon departure.
• Register guest in operating system, verify registration with guest; obtain information for credit/payment, collect cash if designated; assign guest room and advise guest of any messages, mail, faxes, etc. received for them.
• Display working knowledge of reservations procedures, including how to take same day reservations.
• Know and follow cancellation procedures and relocation procedures when necessary.
• Review any reservations with special requests and work to block rooms accordingly.
• Communicate services and amenities of the hotel to guests.
• Maintain guest history files in Property Management System.
• Set-up accurate accounts for each guest in accordance with their requirements, i.e. separate room/tax/incidentals, comp.
• Ensure awareness of special promotions, daily activities, arriving VIPs, Group/Conferences in house, and special requests.
• Collaborate with other departments to ensure coordination of guest needs. Logging all guest requests and room defects in daily logs. Follow up with guests after the completion of requests and repairs to ensure resolution to their satisfaction.
• Assist and process overbooked or “walked’ guests.
• Assist and provide room change accommodations.
• Document all guest requests, complaints, or problems in daily logs.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain an organized and clean work area with necessary supplies.
• Meet with FOM/Supervisor daily to review assignments and priorities.
• Communicate with prior shift's Front Desk Agent to review all follow-up items.
• Answer department telephone within property guidelines as to number of rings, correct greeting, and proper etiquette.
• Assist with handling and logging mail, packages, facsimiles, and guest items.
• Take and relay messages accurately, completely, and promptly.

Knowledge, Skills, and Attributes

• Must be able to sustain composure, remain calm, and possess a positive attitude.
• Must be energetic and outgoing.
• Must be service-oriented with excellent customer service skills.
• Must be able to follow directions with focus to detail, speed, and accuracy.
• Must be a team player with the ability to work under minimal supervision.
• Must be able to multi-task in a fast-paced work environment.
• Must possess excellent interpersonal and organizational skills.
• Must have basic knowledge or arithmetic.
• Must have the ability to input data and access information on the computer.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
• Must be able to read, write, and understand the English language.
• Must be able to exercise confidentiality and discretion.