Front Desk Agent

Scope: Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services. Primary Responsibilities: Guest Registration & Check-Out: Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift. Customer Service & Support: Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience. Problem Resolution: Address and resolve minor guest issues independently to ensure satisfaction. Promptly escalate significant concerns, complaints, or disturbances to the supervisor. Reservations & Coordination: Assist guests with reservations or coordinate with the central reservation system as needed. Cash Handling & Reporting: Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers. Security & Safety: Issue, control, and manage guest safe-deposit boxes in accordance with security procedures. Night Audit Coverage: Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports. Telephone & Communication Duties: Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up. Professional Presentation: Maintain a polished and professional appearance in accordance with company dress code and grooming standards. Policy Adherence: Follow all hotel and company policies, procedures, and service standards consistently. Skills & Requirements Qualifications