Front Desk

Job Description

Job Description

Front Desk Associate

We are looking for a Hotel Front Desk Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation. Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities.

The main responsibility of a hotel front desk clerk is to check guests in and out. They verify guests’ registration information and take any further information required, such as identification and period of stay and take cash or process credit cards. Once they have gone through all these procedures, they hand the room key to the guests and guide them to their rooms. When a guest is about to check out, a front desk clerk will ensure that all dues are clear and the key is handed over.

Working at the front desk of a hotel can be quite rewarding. You get to meet people from different walks of life and stay busy at all times. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests. If you would like to work as a front desk clerk at a hotel, you will be interested in the following job duties that are part of the job:

Responsibilities

· Greet guests and patrons as they arrive and handle check ins appropriately and professionally

· Check if there are prior bookings

· Manage registration process

· Perform all check-in and check-out tasks

· Manage online and phone reservations

· Inform customers about payment methods and verify their credit card data

· Register guests by collecting necessary information (like contact details, legal identification, and exact dates of their stay) and double check for accuracy

· Work with hotel specific programming for bookings, reservations, check ins, and check outs

· Provide information about our hotel, available rooms, rates, amenities, dining facilities, sports facilities, and give travel directions

· Respond to clients’ complaints in a timely and professional manner, supply suggestions, and refer guests to appropriate department if matters escalate, report all incidents if occurs

· Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs

· Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests

· Upsell additional facilities and services, when appropriate

· Manage accurate accounting of all rooms

· Maintain updated records of all aspects of guests, bookings, reservations, complaints, and incidents

· Provide guests with room keys and call for bellhops

· Explain workings of key cards, and ensure guests are satisfied with rooms allotted to them

· Intake reservations over telephone, through emails, and in person

· Contact maintenance and/or housekeeping if problem does arise with guests room, or premise

· Balance cash at the end of your shift and generate accounting reports for the benefit of the next person to come on shift

Skills

· Work experience as a Hotel Front Desk Agent, Receptionist or similar role

· Experience with hotel reservations software, like Cloudbeds and RoomKeyPMS

· Understanding of how travel planning websites operate, like Booking and TripAdvisor

· Customer service attitude and professionalism

· Excellent communication and organizational skills

· Work well with others and greet incoming patrons professionally

· Strong communication skills, and professionally communicate with all other personnel

· Must be able to work well and professionally with or without supervision

· Must be able to pay attention to detail