Front Desk Agent

Front Desk Agent

The purpose of the front desk agent is to greet and serve guests in a professional, gracious manner, register guests, provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer a fond farewell to guests.

Core duties and responsibilities include the following. Other duties may be assigned.

• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest.
• Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Maintain and provide accurate information on and promote hotel facilities.
• Comply with all accounting procedures.
• Maintain effective communication within Front Office and related departments, and with all resort departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• 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, computer systems, and equipment, facsimile machines, etc.

This job has no supervisory responsibilities.

To perform the job successfully, an individual should demonstrate the following competencies :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Education and / or experience : High school diploma or general education degree (GED); or one to three months related experience and / or training; or equivalent combination of education and experience.

Language skills : Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical skills : Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning ability : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer skills : To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

Physical demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for long periods; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.

The employee must occasionally lift and / or move up to 10 pounds.

Work environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.