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Hotel Front Desk Agent
2 months ago
**Job Description Summary**:
Looking for a person to work 3-11pm. Accommodate hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving message, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Represent the hotel to the guest throughout all stages of the guest’s stay (arrival, during and departure) by working with all hotel personnel to ensure every guest experiences superior guest care including accommodating special requests.
**Job Tasks**:
- Cordially and professionally greet, register, and assign rooms to guests of hotel in an efficient and timely manner.
- Keep records of room inventory (vacancies, reservations, room assignments), manually or using computers
- Knows hotel history (especially with historic inns), room locations, types of rooms available, and room rates.
- Possesses a working knowledge of the reservations systems. Takes same day reservations and future reservations when necessary. Knows and implements cancellation and deposit policies.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Coordinates guest room maintenance work with the maintenance department.
- Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
- Knows daily activities and meetings taking place in the hotel.
- Posts charges, such as those for rooms, food, liquor, misc. sales or telephone calls with accuracy.
- Transmit and receive messages for other staff members and for guests with accuracy and timeliness.
- Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions.
- Reports any unusual occurrences or requests to department management staff per hotel policy.
- Perform simple bookkeeping activities, such as balancing guest ledgers and handling monetary transactions with accuracy.
- Review accounts and charges with guests during the check-out process.
- Verify guests’ credit, and establish how the guest will pay for the accommodation.
- Checks guests out in a timely fashion, thank them for their business, ask them to return, offer to make reservations for future stays and when appropriate be able to direct guests to other chain affiliated properties.
- Ensure that new reservation, cancellation and change information is accurate.
- Maintain guests’ privacy.
- Maintains a high level of professional appearance and demeanor per hotel policies and employee handbook guidelines.
- Assist department management staff with forecasting.
- Coordinate with the sales department regarding sales leads, client updates, pickups, cutoff dates, rooming lists, etc.
- Maintain professional relationships when in contact with competitive hotels.
- Adhere to all official programs including but not limited to: call back, Meet & Beat, competitive call around, making popcorn, pet program, etc.
- Performs other duties as required or requested by management staff including attendance of hotel staff meetings and management company meetings.
**Other Duties and Responsibilities**:
- Maintain a friendly, positive attitude with guests and employees. o Adhere to all policies, procedures and standards set forth by this department, the Hotel, and the management company.
- Comply with all safety and OSHA requirements. o Maintain a professional and clean working environment. o Report to work as scheduled, in professional attire (Franchise/Guests, Inc. approved uniform) o Direct any questions or concerns to Front Desk Supervisor and General Manager.
**Required Knowledge**:
To perform this job successfully, employee must be able to perform each essential job task satisfactorily. Requirements to follow are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job tasks.
- Guest and Personal Service - provide optimum guest service by actively looking for ways to help the guest. Ability to convey information effectively, to listen with full attention to what other people are saying, asking questions as appropriate, and not interrupting at inappropriate times. This includes guest needs assessment, meeting quality standards for services, and evaluation of guest satisfaction.
- Language Skills - excellent spoken and written English communication skills.
- Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions.
**Required Skills**:
- Equipment/Computer Expertise - Basic typing skills and ability to operate standard office equipment including: copier, FAX, multiple-line telephone system, etc. Must be experienced with and be able to effectively and efficiently use a computer and printer to handle ro
