Front Desk Agent

About This Role

Greeting and registering guests, providing prompt and courteous service, and closing out guest accounts are the core responsibilities of this role. The Front Desk Agent ensures guests have an exceptional stay, meeting the hotel's high standards of quality.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
• Make appropriate selection of rooms based on guest needs
• Code electronic keys, certificates, and coupons as appropriate
• Verify and imprint credit cards for authorization using electronic acceptance methods
• Handle cash; make change and balance assigned house bank
• Accept and record vouchers, travelers’ checks, and other forms of payment
• Perform accurate, moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using positive and clear English communication
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Close guest accounts at the time of check out and ensure guest’s satisfaction
• Research and attempt to resolve problems within established guidelines in the event of dissatisfaction, which may include turning the problem over to a supervisor
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plan and implement detailed steps by using experienced judgment and discretion
• Keep the corridors and service area neat at all times
• Adhere to all company policies and procedures
• Follow safety and security procedures and rules
• Know department fire prevention and emergency procedures
• Utilize protective equipment
• Report unsafe conditions to supervisor/manager
• Report accidents, injuries, near-misses, property damage or loss to supervisor
• Provide for a safe work environment by following all safety and security procedures and rules