Front Desk Agent
The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.
Duties include but are not limited to :
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Anticipate guests needs, respond promptly, and acknowledge all guests.
- Obtain assigned bank and ensure accuracy of contracted monies.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Handle overbooked or walked in guests.
- Accept and record wake-up call requests.
- Communicate pertinent guest information to designated departments / personnel (i.e., special requests, amenity delivery).
- Resolve discrepancies on the room status report with Housekeeping.
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Education & Experience :
- High School Graduate or General Education Degree (GED).
- One-year previous experience in a similar position in a hotel preferred.
- Basic computer skills required.
- Must be able to work weekends.
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