Hotel - Front Desk Agent

Reports to Hotel Coordinator

JOB PURPOSE

The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

RESPONSIBILITIES & DUTIES

• Receiving and managing reservations made online and by phone.
  
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
  
• Verifying guests' payment methods during check-in.
  
• Assigning rooms to guests, providing them with information about the hotel and local amenities and any specials offered by the hotel, restaurant and casino. Inform customers of all on-site amenities and any relevant information that is needed to use them.
  
• Organizing transport services for guests at their request.
  
• Keeping abreast of attractions and local activities that may be of interest to guests and being able to provide guests with advice on entertainment and activities.
  
• Handle and resolve guest complaints.
  
• Have knowledge of emergency procedures and assist as needed.
  
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner and balance and prepare individual paperwork for closing of shift according to hotel standards.
  
• Maintain a clean work area.
  
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag.
  
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  
• Must be able to maintain confidentiality of information.
  
• Must be able to show initiative, including anticipating guest or operational needs.
  
• Perform other duties as requested by management.
  

JOB QUALIFICATIONS

• Experience in a hotel or a related field preferred
  
• High School diploma or equivalent required
  
• Computer experience required
  
• Customer Services experience
  
• Proficient in English, Dutch, Spanish and Papiamentu
  
• Ability to work extended hours in support of business needs
  

OTHER REQUIREMENTS

• Understanding of hotel front office procedures
  
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems
  
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills
  
• Maintain a warm and friendly demeanor at all times
  
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
  
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests