Front Desk Agent

Job Summary:

Front Desk Agents are responsible for providing an excellent welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our hotel amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments.

Essential Duties and Responsibilities:

• Process guest check-ins and check-outs
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• 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)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of key
• Monitor, send and distribute guest faxes
• Attend to breakfast when working morning shifts
• Able to stand for long periods for time, lift upto 50lbs, typing skilling required
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions
• Must be able to provide excellent customer service

Other Responsibilities:

• Knowledgeable in hotel services and programs.
• May be required to assist in any and all departments in the hotel and directed by management.