Preferred Check-in Room Blocker

Front Desk Agent

Assigns room according to guest request and preferences whenever possible. Pre-registers designated guests and prepare key packets. Organizes and coordinates check-in / pre-registration procedures for arriving groups.

Reviews / Tracks / Accommodates requests for room / check-out changes when possible; communicates status to appropriate staff. Confirms reservations and cancellations. Reviews out-of-order rooms daily. Ensures rates match market codes and document exceptions. Verifies and adjusts billing for guests. Files guest paperwork or documentation. Sets up / processes all guest check-ins / check-outs. Activates room keys. Secures valid payment. Identifies any over-commitments. Performs duplicate reservation checks; blocks rooms. Runs daily reports. Follows up with guests to ensure their requests or problems have been met to their satisfaction. Receives, records, and relays messages accurately, completely, and legibly.

Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Critical Tasks

Guest Relations

• Addresses guests' service needs in a professional, positive, and timely manner.
• Listens and responds positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipates guests' needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
• Thanks guests with genuine appreciation and provide a fond farewell.
• Assists other associates to ensure proper coverage and prompt guest service.
• Reviews / Tracks / Accommodates requests for room / check-out changes when possible; communicate status to appropriate staff.
• Confirms reservations and cancellations.
• Reviews out-of-order rooms daily.
• Ensures rates match market codes and document exceptions.
• Verify and adjust billing for guests.
• Files guest paperwork or documentation. Set up / process all guest check-ins / check-outs.
• Activate room keys.
• Secure valid payment.
• Identify any over-commitments.
• Performs duplicate reservation checks; block rooms.
• Runs daily reports.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receives, records, and relays messages accurately, completely, and legibly.

Communication

Assists Management

Working with Others

Quality Assurance / Quality Improvement

Physical Tasks

Check-in / Check-out

Documentation / Reporting

Computers / Software

Office Equipment

Policies and Procedures