About This Role
Working as a Hotel Front Desk Agent involves greeting guests, managing check-ins and check-outs, and handling reservations. This role requires a team player with excellent communication skills and a flexible schedule to accommodate varying hotel occupancy and holiday shifts.
Responsibilities
- Greet guests and complete established check-in procedures daily using manual and computerized methods to ensure guest satisfaction
- Facilitate guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open rooms for the next sell
- Regularly calculate and/or post monies, receipts, guest accounts, and other forms of credit using accurate cash handling methods and established procedures to present timely and precise hotel charges and maintain accurate hotel records
- Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and using suggestive selling techniques to sell room nights, increase occupancy and revenue
- Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses
- Operate PBX equipment by accepting incoming calls, assisting with outgoing calls, and setting up and scheduling wake-up calls
- Control cash transactions at the front desk and maintain complete responsibility for a personal bank as specified by hotel bank agreement policy
- Maintain a friendly, cheerful, and courteous demeanor at all times
- Perform other duties as assigned, requested, or deemed necessary by management
- Be aware of all rates, packages, and special promotions as listed
- Contribute to and maintain established information and communications sources such as department and front desk logbooks to enhance department communications and operations
- Provide assistance to other employees and departments to contribute to the best overall performance of the department and the hotel
- Maintain a clean work area at all times
Requirements
- High School diploma or equivalent
- Willing to work a flexible schedule, including all holidays as needed
- Must be able to multitask and prioritize departmental functions to meet deadlines
- Maintain regular attendance in compliance with hotel standards, as required by scheduling, which will vary according to the needs of the hotel
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
- Must be able to cross-train in other hotel-related areas
- Must be able to maintain confidentiality of information
- Prolonged standing indoors with a thermostatically climate-controlled workstation
