FRONT DESK GUEST SVC AGENT

BASIC FUNCTION

To attain the highest level of service to all hotel guests.

DUTIES AND RESPONSIBILITIES

• Sell rooms so as to maximize the average daily rate and occupancy.
• Check in and out guests in an efficient and friendly manner.
• Maintain cash bank in order to receive payment and make change.
• Answer phones within 3 rings.
• Aid with reservations during each shift as needed.
• Be knowledgeable of all hotel services and policies.
• Know all Front Desk policies and procedures, including 100% guest satisfaction.
• Be knowledgeable of all hotel outlets and their hours of operation.
• Post laundry, restaurant, and long distance charges as needed.
• Record and process wake-up calls, and follow up with supervisor for any opportunities.
• Ensure all messages and mail are received by the guests.
• Perform bucket check daily.
• Maintain a current cash list.
• Monitor credit card high balances and obtain authorization for high balances.
• Maintain credit balances for cash paying guests.
• Honor special room requests requiring pre-blocking.
• Know Inn Time (computer program for front desk) procedures.
• Be polite, courteous, and helpful to all guests.
• Use response log to ensure all requests are being met.
• Maintain all reports needed in event of the computer going down.
• Know room status at all times.
• Prepare for group arrivals and departures.
• Perform daily end of shift deposits and correct "drop" procedures.
• Follow all policies, procedures and rules as stated in the Employee Handbook.
• Adhere to safety and emergency policies and procedures.
• Perform any reasonable request as assigned or directed by management.