Front Desk Agent

POSITION SUMMARY:

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of the stay to meet the hotel’s high standard of quality.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Greets guests immediately with a friendly and sincere welcome, registers, and assigns rooms to guests.
• Provides information to the Guest regarding the hotel and its services, such as outlets hours, amenities, local attractions, etc.
• Completes the registration process by inputting and retrieving information from the computer system, confirming pertinent information including guest information, length of stay and room type.
• Codes the electronic keys and issues the room key folder to the guest.
• Swipe credit cards for authorization using electronic acceptance method.
• Handles cash, makes change and balances the assigned cash bank.
• Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
• Answers internal calls related to housekeeping or engineering requests and dispatches the appropriate personnel.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment, and travel directions, acting as on-site Concierge.
• Inputs messages into the computer. Retrieves messages and communicates the content to the guest.
• Retrieves mail, small packages and faxes for guests as requested.
• Assists guests at check out, inquires about satisfaction of stay, and resolves any issues if necessary. Also encourages guests to leave positive feedback on social media outlets.
• Fields Guest complaints, conducting thorough research to develop the most effective solutions.
• All other duties as assigned by the supervisor.

OTHER:

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including nights, weekends and holidays.

Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and efficient operation of the hotel facilities.