Front Desk Agent

Front Desk Agent

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Essential Functions

• Understands and abides by all safety protocols.
• Willingly embrace last-minute changes in direction and unexpected changes in operational plan.
• Performs other duties as assigned.
• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, maintenance requests, amenity delivery and receipt of guest packages).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Report accidents, injuries and unsafe work conditions to manager.
• Monitor and maintain cleanliness, sanitation and organization of assigned work area.
• Maintain proprietary information, protect company assets, protect the privacy and security of guests and coworkers.
• Comply with quality assurance expectations and standards.

Skills and Abilities

Education/Experience: Any combination of education, training or experience that provides the required knowledge, skills, and abilities.

Certificates & Licenses: None Required