Front Desk Agent

Responsibilities

• Register guests and assign rooms.
• Accommodates special requests whenever possible.
• Knows room locations, types of available rooms, room rates as well as the activities of the property.
• Understands and adheres to hotel’s room pricing and exception approval policy.
• Understands room status and room status tracking.
• Accomplishes preregistration and blocking of rooms for reservations.
• Presents opinions and alternatives to guests and offers assistance in making choices.
• Sells/upsells rooms and promotes other services of the hotel using suggestive selling techniques.
• Thoroughly understands and adheres to proper credit, check-cashing, and cash handling policies and procedures.
• Collaborates with the housekeeping department by notifying them of all check-outs, late check-outs, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservation department.
• Takes same day reservations and future reservations when necessary.
• Understands and adheres to cancellation and no-show procedures.
• Maintains guest room key storage and supervises access to safe deposit boxes.
• Uses front office equipment.
• Processes guest check-outs.
• Performs cashier related functions such as posting charges to guest accounts, raising paid outs, currency exchange.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like making change and taking payments/posting payment for purchased items by guests.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the Front Desk log daily.
• Aware of daily activities and meetings taking place in the hotel.
• Reports any unusual incidents or requests to the manager or assistant manager.
• Records unusual incidents and complaints in the Front Desk log.
• Understands and adheres to all safety and emergency procedures.
• Aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Knowledgeable about the local area and keeps up with current and upcoming events and activities to respond appropriately to guest inquiries and provide assistance as needed.

Qualifications

• High school diploma or equivalent.
• Previous hotel-related experience preferred.
• Ability to operate front office equipment, computers, and has a working knowledge of PMS system.
• Ability to communicate with the public, hotel staff, and management in a professional manner.
• Knowledge of surrounding areas and local events.
• Ability to understand and adhere to proper credit and cash handling policies and procedures.
• Able to properly secure and maintain confidentiality of guest information.
• Able to learn and practice safety, emergency, and accident prevention policies and procedures.
• Skilled in the use of front desk equipment.
• Knowledge of proper telephone etiquette.
• Able to work a flexible schedule, including weekends and holidays.