Front Desk Agent

JOB SUMMARY

Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.

Some duties:

 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 • Maintain complete knowledge and comply with all hotel and departmental policies and procedures • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times • Meet with supervisor to review daily assignments and priorities • Meet with departing Front Desk Agent to review business status and follow up items • Access all function of computer system according to established procedures and standards • Set up work station with necessary supplies; maintain cleanliness throughout shift • Answer department telephone within three rings, using correct greeting and telephone etiquette • Promote positive guest relations to all individuals approaching the Front Desk • Accommodate all requests for information in a congenial manner • Process all guest check ins according to established hotel requirements • Confirm reservation in system and review all noted information • For guests without a reservation, sell a room type as agreed upon • Register guest in computer and generate a registration card • Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system; collect cash when designated

MINIMUM REQUIREMENTS • High school graduate or equivalent • Previous experience in customer service. • Must be able to compute accurate mathematical calculations • Must be able to clearly communicate in English with guests, visitors, management and coworkers to their understanding, both in person and by telephone. • Must be able to provide legible communication and directions • Some college or training in hospitality industry. • Ability to input and access data in computer. • Ability to understand guest inquiries and provide responses. • Ability to promote positive relations with all individuals who approach the Front Desk • Ability to focus on guests' needs, remaining calm and courteous • Ability to think clearly, quickly and make concise decisions • Ability to prioritize, organize and follow up • Ability to work well under pressure of constant frequent arrivals and departures • Ability to focus attention on details

• Ability to maintain confidentiality of all guests and hotel information • Ability to ensure security of guest room access • Ability to remain stationary at assigned post for extended periods of time • Ability to work cohesively with other departments and coworkers as part of a team