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Hotel Front Desk Agent

Hotel Front Desk Agent

Hampton Inn & SuitesChapel Hill, NC, US
30+ days ago
Job type
  • Full-time
Job description

Job title : Guest Service Agent

Reports to : Front Office Manager

Job purpose

To consistently and professionally perform all front desk duties in accordance with hotel and brand standards.

Responsibilities

  • Report to work on time and in proper uniform adhering at all times to company grooming standards.
  • Maintain complete knowledge of correct maintenance and use of equipment.
  • Anticipate guests' needs, respond promptly and acknowledge all guests regardless of business volume.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of front desk work area.
  • Demonstrate complete knowledge at all times of :

A. Hotel features / services and hours of operation.

B. Room types, numbers, layout, dcor and locations.

C. Room rates, special packages and promotions.

D. Daily house count and expected arrivals / departures.

E. Room availability for any given day.

F. Scheduled in-house group activities, locations and times.

G. Hotel and departmental policies and procedures.

  • Answer incoming calls within 3 rings using correct greeting and telephone etiquette.
  • Review par levels for supplies during shift and replenish as needed.
  • Make guest reservations when applicable.
  • Consistently update front desk communication / guest service log.
  • Enter all maintenance requests into Hotel Service Pro as requested.
  • Maintain a professional voice and demeanor when communicating over the hotel radio.
  • Assist front office management team with reviewing the following reports :

    • A. Credit limit

    B. Reservations made yesterday

    C. Rate check / Rate variance

    D. Housekeeping status reports

  • Run "emergency reports" as per the company requirements.
  • Must be proficient with all "emergency" procedures.
  • Perform necessary functions for setting up the next shift.
  • Perform accurate and efficient bucket checks.
  • Assist the sales department with group key packets, welcome letters, etc.
  • Ensure that wake up calls are set up accurately and in a timely manner.
  • Assist guests with reports of lost / stolen articles, following hotel policy.
  • Adhere to hotel policies and procedures for guest / team member accidents or injuries and emergency's.
  • Conduct guest "welcome" call according to brand standards.
  • Ensure security of guest room access.
  • Enter sales rooming lists if requested.
  • Assist front office management team in researching disputed charges as requested.
  • Be proficient in procedures for the proper handling of sold out nights and walking guests to another property.
  • Maintain current list of available locations for walk situations.
  • Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping Management.
  • Review the arrivals report for accuracy. Check printed registration cards against information on the arrivals report, rectify and deficiencies as needed.
  • Ensure that all VIPs are pre-registered according to standards.
  • Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report any guest concerns.
  • Enter all guest maintenance issues into Hotel Service Pro. Follow up to make sure that issues have been resolved by maintenance staff in a timely manner.
  • Print special requests report and block rooms according to specifications.
  • Balance room types throughout day.
  • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limit.
  • Review resumes for arriving groups, prep for check-in / preregistration.
  • Coordinate delivery time of amenities with food and beverage to ensure timely delivery.
  • Review requests for late check-outs and obtain proper approval from management. Communicate information to housekeeping department.
  • Check for any special shuttle service requests.
  • Print report for room discrepancies, rectify with housekeeping management and update PMS system accordingly.
  • Ensure that all shift checklists are completed.
  • Communicate all pertinent information to the next shift, especially as it pertains to "follow up" items.
  • Maintain confidentiality of guest information and hotel data.

    • Guest Relations

  • Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
  • Is readily available and approachable to all guests.
  • Interact with guests on a frequent basis to obtain feedback about their experience.
  • Anticipate the needs of large groups or high profile guests in order to deliver flawless service.
  • Be visible at the front desk during shift. Never leave the front desk unattended.

    • Team Interaction

  • Encourage and build mutual respect and cooperation among team members.
  • Communicate effectively with all property team members.
  • Respond in a timely manner to all members of the Management Team.
  • Be professional and courteous towards team members at all times.

    • Company / Brand Policies & Procedures

  • Ensure that all brand standards are adhered to and that the brand culture is promoted within the department.
  • Adhere to safety policies and procedures to ensure a safe working environment for all team members.

    • Qualifications

  • High School diploma or equivalent.
  • Must have at least 1 year guest service experience in similar size property.
  • Ability to perform job functions with attention to detail, speed and accuracy.
  • Ability to prioritize and organize.
  • Clear thinker, remaining calm and resolving issues using good, sound judgement.
  • Ability to follow directions thoroughly.
  • Ability to stand for long periods of time.
  • Able to professionally handle guest complaints.
  • Able to work effectively and efficiently with all departments.
  • Willing to work flexible hours to include weekends, holidays and late nights.
  • Maintain a professional appearance at all times.
  • Able to multitask and work in a fast paced environment.
  • MUST have a passion for providing "excellent" customer service experience.
  • And any other job function deemed appropriate by management
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    Hotel Front Desk Agent • Chapel Hill, NC, US