FRONT DESK AGENT

About the role

The Guest Service Agent is responsible for checking guests in and out of their rooms, working with guests both in-person and online to reserve their rooms, answer any questions they have about the hotel, and provide details and recommendations about activities to do in the surrounding area.

Responsibilities

• Greet, register, and assign rooms to guests
• Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers
• Date-stamps, sorts and racks incoming mail and messages
• Transmit and receive messages using equipment such as telephone, fax and switchboard
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
• Keep records of room availability and guests’ accounts
• Compute bill, collect payment and make change for guests
• Make, confirm and cancel reservations for guests
• Post charges such as room, food, liquor or telephone by hand or machine
• Make restaurant, transportation or entertainment reservations for guests
• Deposit guests’ valuables in hotel safe or safe-deposit box
• Order complimentary flowers or champagne for special guests at management’s direction
• Understand and enforce the hotel company credit policies
• Account for all cash and make deposits in accordance with hotel and company policies
• Communicate effectively with other front office and hotel departments
• Report to work for scheduled shift, on time and in uniform in accordance with company policy
• Know and comply with all company policies and procedures pertaining to this position and its duties
• Take the initiative to greet guests in a friendly and warm manner
• Cross sell other Shamin Hotels
• Perform other related duties as required

Qualifications and Skills

This position requires effective communication skills, the ability to work with guests in a friendly and warm manner, and knowledge of hotel services and policies. The Guest Service Agent must also be able to work with other front office and hotel departments, and comply with all company policies and procedures.