Front Desk Agent

Job Description

Job Description

Job Title: Front Desk Agent

Hotel/Department: Front Desk Operations

Reports to: Hotel Operations Manager

Job Overview: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.  Provide information and assistance to all guests and visitors.

Job Responsibilities:

1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Maintain complete knowledge of:
7. All hotel features/services, hours of operation.
8. All room types, numbers, layout, décor, appointments, and location.
9. All room rates, special packages, and promotions.
10. Daily house count and expected arrivals/departures.
11. Room availability status for any given day.
12. Scheduled daily group activities.
13. Monitor and maintain cleanliness, sanitation, and organization of assigned work areas including but not limited to the front desk, lobby, breakfast area, and exterior of the property.
14. Pick up, count and maintain bank. Secure bank at all times.
15. Read the log book daily and record all pertinent information in the log book.
16. Greets guests and checks them into hotel following established procedures including but not limited to assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.
17. Responds to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
18. Fulfills guests’ needs, ensuring their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
19. Resolves guest problems/complaints ; utilizes own best judgment in resolving issues or refers to management as needed.
20. Answers hotel internal and external phone calls and provides information as needed; takes messages for hotel guests and assures receipt.
21. Makes and confirms reservations for future hotel guests following established procedures including but not limited to assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.
22. Checks guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork.
23. Maintains front desk area in a clean and orderly fashion.
24. Possesses and maintains thorough knowledge of hotel and area’s attractions.
25. Completes all necessary paperwork; maintains files and records.
26. Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing.
27. Performs other duties as assigned by manager.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Stand for long periods of time.
• Calculate figures and amounts.
• Understand and respond to a diverse population.

*This list is not finalized.  Management reserves the right to add to or deduct from this list at any time without prior notice.