Hotel Front Desk Agent

4 weeks ago


Jamaica, United States Haven Staffing Solutions Full time $20 - $25
Job DescriptionJob Description

JOB SUMMARY

The objectives of the Guest Service Agent are to Check-in/check-out hotel guests courteously and efficiently and process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors and to offer guest service according to The Marmara standards to achieve a friendly atmosphere of superior guest service and product quality.

ESSENTIAL DUTIES & RESPONSIBILITIES

Maintain guest service as the driving philosophy of the hotel by responding promptly to guest needs.

Meet or exceed hotel guest satisfaction measures.

Respond and act on guests’ complaints and then follow up to ensure guest satisfaction

Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.

Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

 

Maintain complete knowledge at all times of:

  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.

Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

Meet with FOM and/or FO Supervisor to review daily assignments and priorities.

Meet with departing Front Desk Agent to review business status and follow up items.

Access all functions of computer system.

Set up work station with necessary supplies.

Answer the telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.

Promote positive guest relations to all individuals approaching the Front Desk.

Process all guest check-ins.

Confirm reservation in system and review all noted information.

For guests without a reservation, sell a room type agreed upon.

Register guest in the computer and generate a registration card.

Verify registration card information with the guest.

Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

Assign guest room.

Advise guest of any messages, mail, faxes, etc. received for them.

Inform guest of room safe, room key, Internet access procedures.

 

Communicate services and amenities of the hotel to guests.

Obtain proper identification for tax exempt guests and attach form to registration card.

Maintain guest history files on all guests.

Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).

File registration cards

Handle overbooked or "walked" guests.

Accommodate room changes.

Document all guest requests, complaints or problems.

Take, record and relay messages accurately, completely and legibly.

Provide quotes for room rates and up-sell the guest when possible.

Assist in coordinating the Front Desk and the Housekeeping Department.

Verify that the correct charges and credits are posted to the corresponding guest folio.

Collect payment for charges on the guest folio.

Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.

Responds to guest inquiries.

Provide administrative, reception and program support to management and staff.

Be familiar with all emergency plans and be able to act upon them.

Have a good knowledge about the city and the environment.

ADMINISTRATIVE DUTIES

Must be able to work flexible schedules to meet the business demands.

Must reporting to work as scheduled.

Participates in Departmental Communications meetings.

Report any unusual occurrences immediately to the FOM and/or Chief Engineer.

Complete work or special projects as assigned and make sure to meet due dates.

Any other duties assigned by FOM and the General Manager.

This job description should not be considered all inclusive, It is merely a guide of expected duties. The employee understands that the job description is neither complete not permanent and it may be modified at any time at the request of their supervisor. An employee may be asked to perform additional duties or take additional responsibilities without notice.

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