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Front Desk-Guest Services Agent Customer Service
4 months ago
Job Description
Job Title: Front Desk Clerk/Guest Service Agent
Responsible for providing quality guest service as it pertains to all front office operations including but not limited to checking in/out of hotel guests; phone/PBX operations, mail/message service, hotel reservations, concierge services etc. in a professional and hospitable manner.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Provide gracious and efficient telephone service.
Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.
Complete all items as listed on shift checklists.
Ensure proper credit card procedures are followed at all times to include credit card authorization/charging and guest signature on registration slip.
Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash,
Issue guest safety deposit boxes as requested.
Communicate service and amenities of the hotel to guests.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).
Meet with departing Front Office staff to review business status and follow up items.
Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
Knowledgeable of hotel fire and emergency procedures.
Keep the front desk areas clean and well organized.
Assist with reservations calls in a professional manner.
Document maintenance needs and submit to appropriate manager.
Maintain complete knowledge of all hotel features/services, hours of operation.
Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.
Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.
Prepare any/all reports as directed.
Prepare appropriate housekeeping reports as directed.
Education and/or Experience
6 months or more of front desk experience; preferably with brand experience
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 be required to stand and walk and occasionally sit. The employee must occasionally lift pull/push and/or move up to 25 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.
