Front Desk Agent

Job Description

Job Description

JOB SUMMARY

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands may vary depending on shift, business levels, type of business.

• Greets guests in a professional, friendly, and welcoming manner.
• Processes guest check-ins and check-outs in a timely and efficient manner.
• Verifies guest information or completes registration process by inputting/retrieving information.
• Assigns rooms based on preferences and availability.
• Processes cash and/or credit card payments and provides receipts for transactions.
• Provides information about hotel services, amenities, and local attractions.
• Handles guest inquiries, requests, and complaints in a courteous and professional manner.
• Assists guests with special needs or requests, such as extra bedding, room upgrades, or booking reservations for activities.
• Responds to internal / external phone calls promptly, ensuring effective communication with guests.
• Retrieves mail, small packages for customers as requested.
• Adheres to all company policies and procedures.
• Works closely with housekeeping and maintenance to ensure rooms are ready for guests.
• Retrieves and inputs into the POS system all room service orders.
• Communicates guest feedback to management for continuous improvement.
• Assists with coordinating transportation, concierge services, and other guest-related requests.
• Maintains an organized front desk area, ensuring all necessary supplies are stocked.
• Maintains records of guest complaints, concerns, and resolutions for follow-up.
• Makes reservations for guests as needed, providing accurate information regarding room availability, pricing, and policies.
• Updates the reservation system with guest information, room availability, and changes.
• Completes any tasks assigned by the Manager On Duty.
• Remains calm and alert during emergency situations and heavy hotel activity.
• Follows safety and security procedures/ rules.
• Knows hotel fire prevention and emergency procedures.
• Reports unsafe conditions to supervisor/manager including but not limited to accidents, injuries, near-misses, property damage.

KNOWLEDGE, SKILLS, ABILITIES

The Hotel may consider the equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable.

• High school diploma preferred.
• Prior hospitality experience preferred but not required.
• Must possess the ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Must possess the ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

• Must possess the ability to talk to many diverse kinds of people to give information, answer questions, and provide the required services.
• Must possess the ability to understand and follow directions and perform job functions under limited supervision.

• Must possess the ability to read, write, speak, comprehend and communicate effectively in English.
• Must possess excellent telephone etiquette skills.
• Must possess the ability to access and accurately input information using a moderately complex computer system.
• Must possess the ability to use a calculator and prepare moderately complex mathematical calculations without error.
• Must possess the ability to work a flexible schedule which may change from week to week. This includes the ability to work weekends, holidays and overnights.

PHYSICAL REQUIREMENTS

• Must possess the ability to stand and move throughout Front Office and continuously perform essential job functions.
• Must be able to stand during the entire shift.
• Must possess the ability to lift, push & pull up to twenty-five (25) pounds maximum.
• Must be capable of frequent talking, hearing, seeing and smiling.
• Must possess hearing and visual ability to observe and detect signs of emergency situations.