Front Desk Agent

Job description

The Front Desk Agent is a key member of the Guest Services team responsible for checking guests in and out of the hotel, verifying the accuracy of guest accounts, balancing charges and revenues, as well as assisting with all aspects of guest services.

The Front Desk Agent is typically the guest's first interaction with the Hotel so we need to make sure it is consistently a positive one.

Duties and Responsibilities:

Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
Complete all items as listed on self checklists.
Ensure proper credit card procedures are fallowed at all times to include credit card swipe at check-in and when needed for incidentals.
Adhere to all cashiering procedures: open, secure and balance out at end of day shift.
Advise guest of any messages, mail, fax, etc. received for them.
Communicate service and amenities of the hotel to guests.
Take, record and relay messages accurately, completely and legibly.
Accept and record wake-up call requests.
Communicate pertinent guests information to designated departments/ personnel.
Provide Concierge service- fluent knowledge of local restaurants, special events, city attractions, and guests amenities.
Knowledgeable of hotel fire and emergency procedures.
Keep the front desk as well as lobby areas clean and well organized.
Assist with reservations calls in a professional manner.
Legibly document maintenance needs in front desk log and submit to Managers.
Produce daily reports for departments and managers.