Front Desk Agent

About the role

As a Front Desk Agent, you will assist guests with check-in and check-out, handle all phone calls, and manage special requests for services or information while adhering to standard policies and procedures.

Potential career progression includes roles such as Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.

Responsibilities

• Resolve guest complaints to ensure guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests regardless of time or business level.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of:
  • All hotel features/services and hours of operation.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Answer department telephone within 3 rings using correct greeting and telephone etiquette.
• Process all guest check-ins, verify registration card information, and obtain back-up information for guest credit/payment method.
• Direct Bell Person to escort guests and transport luggage to rooms.
• Handle overbooked or walked-in guests.
• Accept and record wake-up call requests.
• Monitor, send, and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (e.g., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report and report discrepancies to Manager.
• Process all check-outs, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Requirements

• High School Graduate or General Education Degree (GED).
• One year of previous experience in a similar position in a hotel.
• Basic computer skills.