Front Desk Agent

Responsibilities

• Greet guests and complete the registration process, including:
  • Inputting and retrieving information from the computer
  • Confirming guest information and room rate
  • Selecting rooms and coding electronic keys
  • Promoting marketing programs
  • Providing a welcome packet
  • Ensuring the guest knows the location of their room and/or arranging for a bell person to accompany them
• Assist guests with check-out, including:
  • Ensuring rooms and services are correctly accounted for
  • Using the point-of-sale system
  • Handling money and processing credit/debit cards
  • Accepting and recording various forms of payment
  • Converting foreign currency and making change
  • Processing gift certificates and cards
• Demonstrate thorough knowledge of hotel information, including:
  • Room categories and rates
  • Packages and promotions
  • Local area and general product knowledge
  and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services, facilities, and maximize room occupancy
• Respond to guest inquiries and requests, resolving issues in a timely, friendly, and efficient manner
• Field guest complaints, conduct research, and resolve or negotiate solutions for guest satisfaction
• Receive, input, retrieve, and relay messages to guests