FRONT DESK GUEST SVC AGENT

Please come join us as a front desk agent at our award-winning Holiday Inn Express, Orlando East!


BASIC FUNCTION


To attain the highest level of service to all hotel guests.


II. SCOPE


Directly responsible for efficient check-in and check-out procedures as well as providing the highest level of professional and courteous service to guests. Must be knowledgeable in all hotel services and policies.


III. DUTIES AND RESPONSIBILITIES


1. Sell rooms so as to maximize the average daily rate and occupancy.


2. Check in and out guests in an efficient and friendly manner.


3. Maintain cash bank in order to receive payment and make change.


4. Answer phones within 3 rings.


5. Assist with reservations during each shift as needed.


6. Know all Front Desk policies and procedures, including 100% guest satisfaction.


7. Be knowledgeable of all hotel outlets and hours of operation.


8. Post on a timely basis all laundry, restaurant, and long distance, and other charges as needed.


9. Record and process all wake-up calls, and follow up
with supervisor for any opportunities.


10. Ensure all messages and mail is received by the guests.


11. Perform bucket check daily.


12. Maintain a current cash list.


13. Monitor credit card high balances and obtain authorization for high balances.


14. Monitor cash paying guests and maintain credit balances.


15. Honor special room requests requiring pre-blocking.


16. Know Inn Time (computer program for front desk) procedures.


17. Be polite courteous, and helpful to all guests.


18. Use response log to ensure all requests are being met.


19. Maintain all reports needed in event of the computer going down.


20. Know room status at all times.