Position: Front Desk Agent

Reports To: Front Office Manager

Department: Guest Services

FLSA Designation: Non Exempt

POSITION SUMMARY

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES โ€“ Include the following. Other duties may be assigned.

  • Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room.

  • Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges.

  • Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, special VIP programs, events, etc.

  • Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions

  • Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

  • Process reservations by mail, telephone, cable, fax, or central reservation system referral.

  • Know room types, availability and location layout

  • Know the selling status, rates, and benefits of all package plans.

  • Determines room rates based on the selling tactics of the hotel.

  • Operate phone system and answer within three rings when available.

  • Field guest complaints, conducing thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity.

  • Plan and implement detailed setups by using experienced judgment and discretion.

  • Resolve complications such as location changes or credit issues