Hotel Front Desk Agent

About This Role

The Hotel Front Desk Agent provides optimum service and satisfaction to hotel and restaurant guests and visitors, performing all front desk activities and various marketing duties to generate additional revenue. This role ensures individual performance effectiveness and follows proper security and liability measures to protect the assets of the hotel and the company.

Responsibilities

• Maintain professional dress and conduct at all times
• Greet guests immediately with a friendly, sincere welcome, maintaining eye contact and using a positive, clear speaking voice
• Listen to guest requests and respond with appropriate action
• Follow Brand standards including brand loyalty programs
• Provide information about the hotel, available rooms, rates, and amenities
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible
• Promptly complete the registration process, input and retrieve information from the computer, confirm pertinent information including the number of guests, method of payment, and length of stay
• Select guest rooms based upon guest needs/requests, and provide nonverbal confirmation of room number and rate
• Close out guest accounts at the time of check out
• Inform customers about payment methods and verify that ID and payment method match
• Verify credit cards for authorization using electronic acceptance methods
• Handle cash, make change, and balance assigned cash bank
• Accept and record vouchers and other forms of payment
• Process payments per established procedures
• Maintain cash bank per policy guidelines and comply with all accounting procedures
• Consistently adhere to uniform, grooming, and appearance standards
• Maintain effective communication with all hotel departments and stay aware of issues relating to hotel operations
• Apprise management of any concerns or suggestions
• Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time, and all departures are gone by check-out time
• Confirm group reservations and arrange personalized experiences for guests and event attendees
• Maintain knowledge of standards and company policies
• Understand how travel planning websites operate, like Booking and TripAdvisor
• Adhere to safety, security, and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards
• Adhere to security procedures on the handling of guest room keys, the protection of guest-related information, and conduct weekly inventory of guest room keys
• Understand and operate front office telephone and computer systems