Front Desk Agent

Responsibilities

• Assist guests with check-in and check-out, answer and process all phone calls, handle special requests for services or information.
• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests.
• Maintain complete knowledge of hotel features/services, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
• Obtain assigned bank, ensure accuracy of contracted monies, keep bank secure.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins, verify registration card information with the guest, obtain back-up information for guest credit/payment method and input into system, collect cash when designated.
• 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.
• Monitor, send and distribute guest faxes, communicate pertinent guest information to designated departments/personnel.
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report, report discrepancies to Manager.
• Process all check-outs, process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Requirements

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel preferred.
• Basic computer skills required.
• Must be able to work weekends.