| Job Summary
The Front Desk Agent is responsible for checking guests in and out of the hotel quickly, efficiently and courteously using the property management system; processing all payment s according to established hotel policies and requirements; providing information and customer service to guests and visitors of the hotel.
- Maintains good working relationships and communications with all departments as appropriate.
- Checks guests in and out using the property management system; including assigning room(s), issuing rooms keys, ensuring that all guests sign a guest registration card and provide a credit card or other method of payment.
- Resolves guest complaints and problems quickly, efficiently, courteously and professionally—with the goal building the long-term loyalty of the guest—apologizes, shows empathy and thanks the guest for bring problems to his/her attention as appropriate.
- Maintains, monitors, updates and prepares rooms status and group information and requirements; including relaying the appropriate information to relevant departments.
- Verify all credit cards and checks per Hotel policy.
- Maintains guest room key control and supervises guest access to safe deposit boxes.
- Verifies banks and deposits at the end of each shift.
- Follows all cash-handling and credit policies.
- Maintains proper uniform(s), wears uniforms properly, and follows uniform regulations.
- Follows standards of service and job performance for Front Desk department.
- Ensures compliance with all General Rules of Conduct, the Employee Handbook and all other Hotel and Company policies and procedures.
- Recognizes and greets all guests who pass through the lobby.
- Answers the phone promptly using proper etiquette and the Hotel’s established greeting.
- Takes and forwards guests messages in a timely manner.
- Knows and can explain all room locations, types of rooms available when asked.
- Knows and can explain the Hotel’s room rates.
- Knows and is able to explain all hotel and franchise marketing programs.
- Refers all problems, which he/she is unable to resolve, to his/her supervisor or manager.
- Logs all complaints in the log book, and reports it to the appropriate department for correction.
- Processes reservations in a proper and timely manner; including making special note of guests’ requests to guarantee proper handling when the guest arrives.
- Knows all safety and emergency procedures; including knowing the location of the Emergency Response Manual.
- Follows all accident prevention policies.
- Maintains the front desk and adjacent work area neat, clean and organized.
- Accepts responsibility for the front desk upon arrival; including verifying cash drawers and reviewing the daily log.
- Closes out shift quickly and efficiently after reporting pertinent information in log book, running cash report, balancing drawer to shift report and making shift deposit drop.
- Continually maintains communication with the housekeeping and maintenance departments as appropriate regarding status of rooms; including clean rooms, dirty rooms, out of order rooms, room repairs, room changes, stay overs, checkouts, early check-ins, special requests, lost and found items, etc.
- Takes room reservations for same-day reservations and future reservations.
- Able to give directions to the hotel and from the hotel to local attractions, etc..
- Make wake-up calls to guest rooms.
- Monitor and distribute guest faxes and messages..
- Knows how to use front office equipment (i.e. fax machines, printers, computers, credit card machines, etc.) so as not to slow down guest transactions.
- Follows posted work schedule and attend all scheduled meetings.
- Able to work as required. (If his/her relief arrives late or does not show up for work, he/she must stay at the property until a relief person has arrives.)
- Uses sales techniques to sell rooms and to promote the other services of the hotel, including using regular yield management strategies.
MUST BE AVAILABLE WEEKENDS AND HOLIDAYS AND HAVE A FLEXIBLE SCHEDULE TO MEET HOTEL NEEDS
Job Types: Full-time, Part-time
Required experience:
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