Front Desk Agent Overnight

Duties and Responsibilities

• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Complete and transmit daily accounting reports and prepare them for review by hotel management.
• Issue, control and release guest safe-deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• Routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

  Qualifications and Requirements

  • High School diploma or equivalent, plus one-year front desk/guest service experience.
  • Some college preferred.
  • Must speak fluent English. Other languages preferred.
  • This job requires ability to perform the following:
  • Frequently standing up behind the desk and front office areas
  • Carrying or lifting items weighing up to 50 pounds
  • Handling objects, products and computer equipment
  • Using a keyboard to operate various property management and reservations systems, etc.
  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often.
  • Basic math skills are used frequently.
  • Problem solving, reasoning, motivating and training abilities are often used.
  • Required to work the overnight shift.
  • May be required to work other shifts, weekends, and/or holidays.
  • Work Area: Front Office