Front Desk/Reservations Agent

Job Description

Job Description

Role & Responsibilities:

• Greet guests professionally and determine reservation status and length of stay.
• Register guests, assign rooms, and issue keys.
• Process reservations via phone, email, fax, mail, web inquiries, and internal requests.
• Receive and manage reservations from the sales office and travel agents.
• Enter and maintain accurate reservation and guest information in the OPERA system.
• Verify guest payment methods and follow established credit and authorization procedures in accordance with hotel policies.
• Accommodate special guest requests whenever possible and present options or alternatives as needed, up-selling when appropriate.
• Maintain thorough knowledge of room types, availability, property amenities, services, and local activities.
• Communicate guest and room information to appropriate departments to ensure seamless service.
• Work closely with Housekeeping to maintain accurate and current room status reports.
• Coordinate maintenance and repair requests with Management and the Maintenance Department, including minor repairs when maintenance is unavailable.
• Maintain ongoing communication with Bell Staff to ensure prompt guest service, room deliveries, and housekeeping requests.
• Coordinate with Bell Staff to maintain accurate guest key inventory and ensure timely vehicle and key retrieval.
• Assist Administration, Housekeeping, and Maintenance by placing rooms on hold when requested.
• Perform other related duties as assigned by the Front Office Manager or General Manager.

Qualifications & Education Requirements:

• Ability to speak, read, write, and understand the primary language used at the property.
• Professional appearance with strong customer service and communication skills.
• Ability to stand for extended periods; stoop, bend, and lift up to 50 pounds.
• Must obtain and maintain a valid Food Handler’s Card and OLCC permit within 30 days of employment.
• Demonstrate tact, professionalism, and cooperation when interacting with guests, managers, and coworkers.
• Maintain reliable and consistent attendance.
• Exhibit strong teamwork skills and the ability to build respectful, collaborative working relationships.
• Maintain neat attire, well-groomed hair, and excellent personal hygiene at all times.