FRONT DESK AGENT

Summary: Works under supervision of Front Desk Supervisor. Responsible for checking-in/out hotel guests and assuring rooms are prepared & ready to assign to the hotel guests. Responsible for handling guests requests or complaints.


Essential Functions:

• Maintain complete knowledge of and comply with all departmental policies/services and procedures/standards.
• 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 and inform Supervisor.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All property features/services, hours of operation.
• All room types, numbers, layout, décor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/ departures.
• Hotel availability status for any given date.
• Scheduled daily group activity.
• Verify impressed banks and ensure accuracy of contracted monies.
• Document all guest requests, complaints or problems.
• Record and relay messages accurately, completely and legibly.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Perform all other duties assigned.

Requirements:

Qualifications/Requirements:

• Maintain confidentiality of guest information and pertinent Hotel data.
• Suggestively sell.
• High school graduate or equivalent.
• Compute mathematical calculations.
• Fluency in English both verbally and non-verbally.
• Provide legible communication and directions.
• Previous experience as Front Desk Clerk preferred.
• Previous cashiering experience.
• Previous guest relations training.
• Ability to assist in other Front Desk areas as assigned.
• Ability to provide guest room tours.
  
  Required Work Cards
  N/A
  
  Physical Requirements
• Regularly walk, sit, stand or stoop.
• Occasionally lift, carry, push, pull or otherwise move objects weighing up to 50 pounds.
• Use tools or equipment requiring a high degree of dexterity.
• Vision, hearing, speaking and literacy (critical).
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work inside in a noisy, smoky, and hot or cold environment.
• Communicate via radio.
  
  Disclaimer
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Duties to be performed with or without reasonable accommodations.