Front Desk Agent

Job Description

Represents the hotel to the guest throughout all stages of the guests stay. Determines a guests reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special request whenever possible. Verifies the guests method of payment and follows established credit-checking procedures. Places guest and room information in the computer, and communicates this information to the appropriate hotel personnel. Works closely with housekeeping department in keeping room status reports up to date and coordinates request for maintenance and repair work. Must be sales-minded. Presents options and alternatives to guest and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

Essential Job Responsibilities:

Ensure an environment in which high standards of customer service and quality exist for our guest.

Registers guest and assigns rooms. Accommodates special requests whenever possible.

Assists in pre-registration and blocking of rooms for reservations coming in.

Thoroughly understands and adheres to proper credit, check-cashing and cash-handling policies and procedures.

Empowered to resolves guest related problems quickly, efficiently, and courteously

Understands room status and room status tracking.

Knows room locations, types of rooms available, and room rates.

Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

Communicate with housekeeping and maintenance to ensure the availability of rooms according to forecast.

Receives information from the previous shift and passes on pertinent details to the oncoming shift.

Wears the proper uniform and name badge at all times.

Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

Possesses guest check-out procedures.

Post and files all charges to guest, master, and city ledger accounts.

Follows procedures for issuing and closing safe deposit boxes.

Uses proper telephone etiquette, and answer the phone in three rings.

Use proper mail, package, and message handling procedures.

Reports any unusual occurrences or request to the Front Office Manager or the MOD on duty.

Knows all safety and emergency procedures. Is aware of accident prevention policies.

Maintains the cleanliness and neatness of the front desk area.

Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Attend department meetings when ever scheduled.

Knows how to use front office equipment.

Work closely with all departments with-in the hotel.

Speak to every employee and guest you come in contact with.

Perform or coordinate other tasks as assigned by the Front Office Manager.

Exemplify the Forbes Hamilton Standards of Excellence.

Necessary Skills and Attributes;

Excellent verbal, comprehension, listening and problem solving skills.

Interpersonal and time management skills.

Guest relation skills.

Adaptability.

Computer skills and working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.

Formal Education:

High School Graduate or equivalent.

Experience:

Previous hotel-related experience desired.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, stand, bend, walk, use hands to finger, or feel objects, tools or controls, lift boxes, and luggage ( up to 50 pounds ), talk and hear. Vision abilities required by this job include close vision to a computer screen.