Front Desk Agent

About the role

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential career paths include 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, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge at all times of hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies, keeping the bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins and check-outs.
• Verify registration card information with the guest and obtain back-up information for guest credit/payment method.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked-in guests.
• Accept and record wake-up call requests and monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel.
• Resolve discrepancies on the room status report with Housekeeping and match the bucket check to in-house guest ledger report, reporting discrepancies to Manager.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Qualifications

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