Front Desk Agent

POSITION PURPOSE

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

ESSENTIAL FUNCTIONS

• Understands and abides by all safety protocols.
• Willingly embraces last-minute changes in direction and unexpected changes in operational plans.
• Processes other duties as assigned.
• Resolves guest complaints, ensuring guest satisfaction.
• Anticipates guests' needs, responds promptly and acknowledges all guests, regardless of the time of day.
• Maintains positive guest relations at all times.
• Resolves guest complaints, ensuring guest satisfaction.
• Maintains complete knowledge at all times of:
• a) All hotel features/services, hours of operation.
• b) All room rates, special packages and promotions.
• c) Daily house count and expected arrivals/departures.
• d) Scheduled daily group activities.
• Obtains assigned bank and ensures accuracy of contracted monies.
• Keeps bank secure at all times.
• Answers department telephone within 3 rings, using correct greeting and telephone etiquette.
• Processes all guest check-ins.
• Verifies registration card information with the guest.
• Obtains back-up information for guest credit/payment method and inputs into system; collects cash when designated.
• Directs Bell Person to escort guest and transport their luggage to the room.
• Handles overbooked or walked in guests.
• Accepts and records wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicates pertinent guest information to designated departments/personnel (i.e., special requests, maintenance requests, amenity delivery and receipt of guest packages).
• Resolves discrepancies on the room status report with Housekeeping.
• Matches the bucket check to in-house guest ledger report; reports discrepancies to Manager.
• Processes all check-outs.
• Processes adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Reports accidents, injuries and unsafe work conditions to manager.
• Maintains cleanliness, sanitation and organization of assigned work area.
• Maintains proprietary information, protects company assets, protects the privacy and security of guests and coworkers.
• Complies with quality assurance expectations and standards.