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.

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

• →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.
• →Resolve guest complaints, ensuring guest satisfaction.
• →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, amenity delivery).
• →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.

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.