Front Desk Agent

The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. The Front Desk Agent must be accurate with daily accounting procedures. Essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname!

Responsibilities

Consistently provide high level of customer service; Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests; Check in and out hotel guests in a confident, professional and friendly manner; Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information; Complete all items on appropriate checklist by end of shift; Follow established key control policy; Ensure proper credit policies are followed and verify credit limit report; Submit all lost & found articles accompanied by a completed lost & found report; Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services; Knowledgeable of fire and emergency procedures; Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty; Monitor room availability throughout the day; Review daily the selling status of the hotel using yield management system; Performs all other duties as directed by immediate supervisor; Contact with other departments to ensure that hotel services are coordinated to provide the best in guest satisfaction; Performs other duties as assigned, requested or deemed necessary by management

Requirements

High school diploma or equivalent; six months to one-year related experience and/or training; Ability to read, analyze, and interpret procedure manuals; Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form; Ability to operate the Property Management System, capture email, and use the PBX system; Must always be accountable for balancing the daily shift bank and maintain organization and demonstrate quality service; While performing the duties of this job, the employee is regularly required to stand, walk, and communicate; The employee must occasionally lift and/or move up to 25 pounds; Must be accurate with daily accounting procedures; Essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname