Front Desk Agent Job Description Template
Our company is looking for a Front Desk Agent to join our team.
Responsibilities:
- Answer and screen phone calls;
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner;
- Knows and follows all company, Environmental, Health, and Safety Management Programs;
- Greets guests upon arrival, performs check-ins, provides guest with any information needed while ensuring customer satisfaction;
- Resolve billing issues/ charges to guest folios;
- Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources;
- Responds to guests questions and tasks action to resolve customer complaints;
- Answering the telephone in a professional manner and assisting guests with any questions, directions, etc;
- must be courteous and polite;
- register guests at check in;
- Maintaining cleanliness and organization of resources;
- Inform customers about payment methods and verify their credit card data;
- Maintaining an up to date working knowledge of all property amenities as well as any special events;
- Perform Night audit procedures;
- must be willing to serve.
Requirements:
- Proven experience working as a front desk agent or similar position;
- Ability to read, listen and communicate effectively in English, both verbally and in writing;
- Knowledge of spreadsheets and word processing documents;
- Experience with Galaxy systems is a plus but not required;
- A high school diploma or equivalent vocational training certificate;
- Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources;
- Pleasant telephone demeanor;
- Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice;
- Flexible is schedule is required. Ability to work nights, holidays, and weekends is required;
- Communicate with the booking, housekeeping and maintenance departments to ensure prompt responses to guests’ needs;
- Experience with OnQ Hilton PMS System is a plus but not required;
- Maintain effective communication through the use of meetings, log books and bulletins;
- Make reservations or appointments for guests who want to avail themselves of local entertainment or services;
- Report to work on time;
- Dependable and reliable.