FRONT DESK AGENT

Job Description

Job Description

The Front Desk Clerk is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Education & Experience:

• College course work in related field helpful.

• Experience in a hotel or a related field preferred.

• High School Diploma or equivalent required.

• Computer experience preferred.

Physical Requirements:

• Flexible and long hours sometimes required.

• Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Ability to stand during entire shift.

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, service-oriented manner.

• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.

• Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.

• Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.

• Maintain a warm and friendly demeanor at all times.

• Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.

• Greet and welcome all guests approaching the Front Desk in accordance with Expotel Hospitality Service standards.

• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

• Review Front Office log and Trace File daily.

• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

• Follow all cash handling and credit policies.

• Be aware of all rates, packages and special promotions as listed in the Red Book.

• 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 the rate-quoting scenario.

• Be familiar with hospitality terminology.

• Have knowledge of emergency procedures and assist as needed.

• Handle check-ins and checkouts in a friendly, efficient and courteous manner.

• Use proper two-way radio etiquette at all times when communication with other employees.

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

• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

• Be able to complete a bucket check, room rate verification report, and housekeeping report.

• Balance and prepare individual paperwork for closing of shift according to hotel standards.

• Maintain and market promotions and guest programs.