Front Desk Agent

Job Overview

The Front Desk Agent is responsible for performing a variety of services for guests while playing a key role in the revenues obtained by the selling of guest rooms.

Essential Responsibilities

• Acknowledge and respond appropriately to guest needs and requests.
• Reports as scheduled and in compliance with uniform standards and appearance.
• Comply with the company’s prescribed safety and security policy, procedure and protocol.
• Promote at atmosphere of goodwill and service during all guest interaction.
• May answer inquiries pertaining to hotel services and directions to the hotel, area shopping, dining and entertainment.
• Effectively sell the hotel through prescribed standards for booking reservations.
• Stay abreast of hotel selling strategies and any marketing promotions, coupons, and discounts.
• Pre-assign rooms taking consideration of special requests or needs.
• Register guests and collect valid method of payment while maintaining accurate information on registration.
• Prepare and explain charges at time of check-out and finalize guest charges.
• Transmits and receives messages to guests and other colleagues.
• Keep an accurate accounting of all cash, credit card, and credit transactions.
• May post charges to room folios such as room and tax, food, liquor, telephone, laundry, movies etc.
• May deposit guest valuables in hotel safe or safety deposit box.
• Communicate with applicable colleagues any status change to guest rooms, meeting or banquet facilities.
• May assist with valet, shuttling guests, baggage handling due to business demands.
• Other tasks as assigned by the Director of Rooms and Front Desk Manager.

Qualifications

• Education: High school diploma or GED equivalency required.
• Experience: 6-12 months related experience and/or training preferred; hotel experience preferred.
• Interaction/Skill Set: Ability to read and understand English fluently and speak clearly; excellent listening and comprehension skills; excellent written and oral communication skills; ability to effectively deal with customers’ complaints and concerns in a friendly and positive manner.