Front Desk Agent

Job Description

Job Description

Job Summary

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they?ve made the right choice to stay with us. To deliver a great guest experience ? a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

Activities & Responsibilities

Responsibilities may include, but are not limited to:

• Welcome guests in a friendly, prompt and professional manner recognizing Hitlon Honors Members and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximize hotel revenue
• Answer, record and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty

Equipment & Technology (examples in parentheses)

• Office equipment (copier, fax, scanner, label maker)
• Microsoft Suite (Excel, Word, Outlook, etc.)
• Hilton Guest Systems