Front Desk Agent

Job Details

  • Date Posted: September 13, 2023
  • Location: Montecito, California
  • Company: Rosewood Hotel Group
  • Salary: $17.78 - $18.28 an Hour

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  • Montecito, California
  • $17.78 - $18.28 an Hour

Rosewood Hotel Group

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

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.