Front Desk Agent

About the role

The Front Desk Agent will provide fast and effective customer service at all times ensuring guests receive great service throughout their stay. Agents will check guests in and out while following all established procedures and policies.

Responsibilities

• Act as the ambassador of the hotel and provide information to guests on all aspects of the hotel, including the pool location, hours of F&B facility, laundry location, difference in room types and what those room types have to offer the guest.
• Review arriving reservations for the day early in the shift, checking for special requests, VIPs, etc., and pre-assigning rooms as necessary.
• Pre-register groups that have requested pre-registration.
• Count cash drawer at beginning and end of each shift and prepare shift deposit accurately, following standard procedures.
• Maintain complete understanding of all aspects of the PMS cash register operation.
• Compare housekeepers report with the folio log at the beginning of the PM Shift or when Housekeeping is finished for the day.
• Enter all wakeup calls accurately. Record messages and receive mail for arriving and in-house guests.
• Record future reservations for any guest by phone or in person, following all standard procedures.
• Handle all complaints efficiently and courteously, listening carefully to the guest’s problem and taking immediate personal responsibility to correct it when possible or notifying supervisor or General Manager immediately when not.
• Post phone charges promptly and any charges incurred by guests during shift using standard procedures.
• File folios, registration cards, and reservation cards as necessary.
• Complete shift checklist before end of shift.
• Maintain fresh coffee in the lobby at all times.
• Answer telephone efficiently and pleasantly within three rings and with correct phrasing, determining the nature of the call and transferring to the proper extension.
• Maintain an awareness of and report any and all safety hazards or violations witnessed in the course of performing required duties.
• Perform other duties as requested.

Requirements

• High school diploma preferred
• One year related customer service work experience
• Basic mathematical skills
• Computer skills
• Excellent interpersonal skills
• Ability to speak, read, and write English
• Knowledge of workplace safety procedures

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this position, the employee is regularly required to stand and walk the entire shift, talk and/or hear. The employee is regularly required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The noise level in the work environment is usually moderate.

Employment is contingent upon successful completion of a background and drug test.