Guest Services Agent

Front Desk Agent

Perform all desk related functions including but not limited to checking guests in and out, making room reservations, giving recommendations, and providing directions. Smile and greet guests in a welcoming manner, as the first point of contact.

Essential Responsibilities

• Handle guest registration, room assignments, provide quotes for room rates and up-sell the guest, accommodate special requests whenever possible, and collect payment for charges on the guest folio.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
• Manage guest check-ins/check-outs in accordance with hotel credit/cash handling policies; verify that the correct charges and credits are posted to the corresponding guest folio.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Resolve guest complaints; assist guests with all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Manage phone activity including providing general knowledge to callers.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Function as a liaison between Front Desk and the Housekeeping Department in coordinating rooms.

Required Knowledge, Skills, and Abilities

• High school diploma or equivalent experience.
• Three to twelve months of employment in a related position guest relation position with this company or other organizations.
• Requires having excellent computer and cash handling skills, ability to stand for extended periods of time; present a sociable, outgoing, lively and guest service-oriented demeanor.
• Working knowledge is generally learned on-the-job.
• Communicate information and hotel services to management, staff and guests.

Physical Demands

• Ability to stand on your feet for extended periods of time
• Bending and lifting to support organization of the hotel and offices