Front Desk Agent

About the role

The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.

Responsibilities

• Processes guest checkins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies.
• Accommodate special requests when possible.
• Process checkin/checkout and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answer inquiries about hotel services, inhouse events, directions, local attractions, etc.
• Aid guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Preregister, block reservations and, as appropriate, take same day and future reservations.
• CANCEL room reservations according to policies and procedures.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• On time and at work when scheduled, and in proper uniform.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.

Requirements

• High school education or equivalent experience.
• One to two years of customer contact experience.
• Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

Qualifications

• The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.