Front Desk Agent

1. Purpose

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; concierge services in a gracious and professional manner.

1. Scope

Daily Tasks:

• Check-in and check-out hotel guests in a confident, professional, and friendly manner. 
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance. 
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. 
• Provide gracious and efficient telephone service as it relates to general PBX services.  Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information. 
• Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals. 
• Complete all items as listed on shift checklists. 
• Bucket checks to be performed by each shift to verify data as it pertains to guest information, reservation details, and adequate payment authorization.
• Ensure proper credit card procedures are followed at all times to include credit card swipe and guest signature on registration slip. 
• Adhere to all cashiering procedures by verifying your bank is accurate and balanced at both the beginning and end of your shift.  Print closing reports to verify all cash and credit card transactions during a given shift. 
• Advise guest of any messages, mail, faxes, etc. received for them. 
• Communicate all services and amenities offered to guests by the hotel. 
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities. 
• Take, record, and relay messages accurately, completely and legibly. 
• Accept, record, and deliver all wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e. housekeeping for special requests or IRD for amenity delivery). 
• Meet with previous Front Desk shift to review hotel status, log-book information, and pass on items. 
• Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities. 
• Knowledgeable of the hotel’s partnership and relationship with local service providers; such as baby-sitters, florists, spa/salons, etc.
• Knowledgeable of hotel fire and emergency procedures as well as all emergency exits and evacuation routes. 
• Keep the front desk as well as lobby areas clean and well organized. 
• Assist with reservations calls in a professional manner. 
• Legibly document and dispatch all guest requests and maintenance needs in the guest request manifest log and submit to the manager. 
• Maintain complete knowledge at all times of; 

1) All hotel features/services as well as hours of operation. 

2) All room types, numbers, layout, décor, appointments, and location. 

3) All room rates, special packages, and promotions. 

4) Daily house count and expected arrivals/departures. 

5) Room availability status for the day of as well as following 2 days. 

6) Schedule of daily group activities and locations. 

• Complete a Room Rate Exceptions report to determine any and all inappropriate rates.
• Complete final manual postings for all miscellaneous income departments (to be completed by the Night Auditor).  
• Balance all miscellaneous income departments against vouchers, tape totals, and property management system totals (to be completed by the Night Auditor). 
• Initiate Night Audit process in the Property Management system (to be completed by the Night Auditor). 
• Prepare all management reports for hotel management (to be completed by the Night Auditor). 

EOE