Front Desk Agent

Overview: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

Essential Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities / VIPs.
• Obtain assigned bank and ensure the accuracy of contracted monies. Keep the bank secure at all times.
• Meet with the Supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all functions of the computer system.
• Set up a workstation with the necessary supplies.
• Answer the department telephone within 3 rings, using the correct greeting and telephone etiquette.
• Promote positive guest relations with all individuals approaching the Front Desk.
• Process all guest check-ins.
• Confirm reservation in the system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guests on the computer.
• Verify reservation information with the guest (departure date, room type).
• Obtain backup information for guest credit/payment method and input it into the system; collect cash when designated.
• Assign guest room.
• Advise guests of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Direct Bell Person to escort guests and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Handle overbooked or “walked” guests.
• Accommodate room changes.
• Document all guest requests, complaints, or problems.
• Take, record, and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure the security of keys.
• Distribute all guest and department mail.
• Monitor, send, and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts.
• Solicit guest comments on their stay.
• Process express check-outs.
• Handle requests for late check-outs.
• Conduct group check-ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Adhere to all cashiering procedures:
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Make change for guests.
• Post charges.
• Run closing reports.
• Count and secure bank.
• Complete designated cashier reports.
• Balance receipts.
• Drop receipts.
• Document pertinent information in the logbook/ Lotus Notes/Front Desk Checklist.
• All other duties as required

Experience: Minimum two years experience as a Front Desk Agent or supervisory role within a luxury or ultra-luxury hospitality setting. Experience working overnight shifts and as a Night Manager on Duty preferred.

General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Ability to input and access information in the property management system/computers

Education: High school diploma. Associate’s or bachelor’s degree in business or a relevant field of work, or an equivalent combination of education and/or work-related experience a plus.

Language: Required to speak, read, and write English and do basic mathematics and fluency in other languages a plus.

The pay scale for this position is between $17.78 and $18.28/hour, plus upsell incentives. This is the pay range for this position that the Hotel reasonably expects to pay.