Front Desk Agent

Responsibilities

• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Greets and completes established check-in procedures for arriving guests on a daily basis.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit.
• Courteously answers inquiries and accepts reservations, both in person and by telephone.
• Maintains good customer relations by keeping abreast of all in-house and area functions.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Maintains a friendly, cheerful and courteous demeanor at all times.

Requirements

• High school diploma or equivalent.
• Past experience in dealing directly with the public.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service problems.
• High school graduate level mathematical aptitude.
• Knowledge of standard cash handling procedures.
• Knowledge of computerized cash register systems.
• General knowledge of basic customer service skills.
• Ability to pay attention to minute written and verbal details.

Qualifications

• Must be able to read written communiques and monochrome computer screen.
• Must be able to operate computer, calculator and telephone keyboards.
• Must be able to understand and follow verbal/written instructions.
• Must be able to work on more than one task at a time.
• Must be able to communicate both verbally and in writing.

Physical Demands

• Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting.
• Work inside.
• 95% of shift is standing.
• Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional standing.
• Occasional carrying and lifting of files and office items up to 25 lbs.