Front Desk Agent

Front Desk Agent

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Position Requirements

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful
• Experience in a hotel or a related field preferred
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers
• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high pressure situations
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests
• Must be able to work with and understand financial information and data, and basic arithmetic functions
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Job Duties & Functions

Approach all encounters with guests and associates in a friendly, service-oriented manner

Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards)

Maintain regular attendance in compliance with company standards, as required by scheduling which will vary according to the needs of the hotel

Comply at all times with company policies, standards and regulations to encourage safe and efficient hotel operations

Greet and welcome all guests approaching the Front Desk in accordance with company standards; maintain a friendly and warm demeanor at all times

Maintain proper operation of the telephone switchboard and ensure that all company performance standards are met

Handle requests for information, mail and messages in an efficient and courteous manner

Answer guest inquires about hotel service, facilities and hours of operation

Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.

Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel

Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates

Obtain all necessary information when taking room reservations and follow rate quoting scenario

Be familiar with all company policies and house rules as well as hospitality terminology

Have knowledge of and assist in emergency procedures as required

Handle check-ins and check-outs in a friendly, efficient and courteous manner

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system

Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms

Use proper two-way radio etiquette at all times when communicating with other associates

As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members

Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel

Perform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds

Access to back of house areas of the hotel and sensitive information

Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank

Interact and occasionally have unsupervised contact with guests and/or colleagues

Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets

Maintain a high level of trust and responsibility

Represent the company with certain level of reputation and good character as well as exercise sound judgement