Front Desk Agent

Front Desk Agent

The Front Desk Agent/Night Auditor ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

Books guest reservations and/or coordinates with reservation center

Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests

Handles confidential information, including guest records, with a high degree of integrity

Answers and routes calls as appropriate; takes guest messages with accuracy

Assists with sales and marketing efforts as directed by the General Manager

Offers and properly handles requests for wake-up calls

Records pertinent guest information in the pass on log

Replenishes continental breakfast as needed and keeps area clean

Ensures common area/lobby is clean

Performs laundry functions as directed

Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.

Answers phone in a prompt, efficient, and friendly manner.

Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.

Answers guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.

Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.

Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.

Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.

Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank.

Balances cash bag at open and closing of each shift.

Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard.

Provides a professional image at all times through appearance and dress.

Follow company policies and procedures.

Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.