Front Desk Agent

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests
• Secure payment; activate/reissue room keys; document exceptions
• Verify and/or adjust billing for guests
• Clear departures in computer system
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times
• Cook with Housekeeping to track room status and guest concerns
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
• Arrange transportation for guests/visitors
• Count and secure bank at beginning and end of shift
• Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change
• Accept and record wake-up call requests
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette
• Promote positive guest relations to all individuals approaching the Front Desk

Qualifications

• High School Diploma or GED
• 2 years of customer service experience preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills