Front Desk Agent

Job Description

Job Description

Job Title: Front Desk Agent
Hotel/department: Front Desk
Reports to: Asst GM or FD Manager
FLSA Status: Non-exempt

Job Objective: Must be comfortable working in a fast-paced environment. Can work well under pressure and provide the highest level of guest satisfaction, including professional appearance, demeanor, ethics, and proficiency. Must be able to communicate in English and be able to comprehend and document daily tasks. Must be able to understand, and follow through on guest requests/concerns and complaints in a timely manner, be computer literate, and able to convert walk-ins and phone inquiries into reservations to maximize hotel revenue. A flexible schedule is required.

Responsibilities:

• Must have a strong sense of accountability in completing job assignments, attendance, and punctuality.
• Perform property and room inspections as required.
• Adhere to company standards and operating procedures.
• Perform other related duties as assigned.
• Welcomes, greets, and acknowledges guests in a prompt, friendly, professional manner and conveys a favorable image by projecting a positive appearance and demeanor.
• Register guests, issue room keys, provide information on hotel amenities and room location.
• Answer phones in a prompt, courteous manner, using professional etiquette. Screen and forward calls to the appropriate department.
• Process all financial transactions, including special billing in accordance with company policies and procedures.
• Verify reservation information for same-day/next-day arrivals.
• Complete and verify audit paperwork and shift reports.
• Convert walk-ins and phone inquiries into reservations to maximize hotel revenue.
• Respond, communicate, and/or document any outstanding guest requests or complaints.
• Make appropriate service recovery gestures to ensure guest satisfaction. Report to management if additional monitoring or follow-up is required.
• Recommend tours, restaurants, and local areas or attractions of interest.
• Stand for extended periods. Sitting is allowed.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 lbs. without assistance.

Competencies:

• Customer focused.
• Communicates proficiently.
• Demonstrates good organizational skills.
• Stress management/composure
• Multi-task oriented
• Great Attitude, team player, hard worker, detail oriented
• Well groomed, polite, personable with great time-keeping skills. punctual
• Flexible – able to work nights, morning, weekends, and holidays
• Able to lift overhead, bend over, push, pull and carry over 10 lbs.

**Responsibilities, Competencies, and Work Schedules are fluid and can change per the needs of the business.**