Front Desk Agent

A Hospitality Agent is stationed at the front desk and greets and assists Guests (customers of the hotel) during their stay. The Agent communicates hotel amenities to potential Guests and will employ sales tactics to sell any available room inventory, take reservations, answers telephone calls and is responsible for cash receipts and accounting of such receipts during their assigned shift. The Agent will work with Management to manage and sell room inventory.

I. Provide courteous Guest service and respond promptly and politely to Guest’s requests, questions, or complaints.

II. Review front desk log book and note/follow-up on any special problems, guest requests/complaints, VIP arrivals and other special instructions from previous shift(s). Make applicable entries and communicate such issues for each shift accordingly.

III. Review and maintain the GRID – Graphical Room Inventory Display to correspond with stayovers, checkouts

IV. Ensure that Guest payments are handled correctly, maintaining individual cashier responsibility and accountability once you have taken over shift ownership.

V. Answer the telephone switchboard within five rings, using a professional and proper greeting with a warm and friendly tone.

VI. Provide courteous reservation services to Guests, utilizing the correct forms and methods. Ensure that the reservations are accurately depicted in the GRID. Know and quote a range of rates, per the property’s rate schedule, using techniques to maximize sales. Check in and Check out guests.

VII. Handle Guest complaints in a courteous and encouraging manner.

VIII. Perform daily audits and ensure that credit card authorizations or other forms of payment received for each folio is accurate.