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Front Desk Guest Services Agent
3 months ago
Front Desk Guest Services Agent | Job Description
Schedule: Full time
Reports to: General Manager
- Key Performance Indicators (KPI)
- Communication Skills
- Customer Service
- Cleanliness
- Organization
- Job Responsibilities
- Hotel Operations
- Greets, registers, suggestively sells rooms, issues room keys, assigns rooms to guests and sets wake up calls in an efficient, warm and friendly manner.
- Acts as manager on duty and follows the prescribed MOD procedures on communication, emergency procedures and guest satisfaction.
- Enters daily changes and balances accounts such as guest, house, city ledger and advance deposits.
- Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy.
- Date stamps, sorts, and racks incoming mail and messages.
- Records and communicates guest special requests and problems to appropriate departments and ensures they are addressed in a timely and acceptable manner.
- Answers inquiries pertaining to hotel services; registration of guests; and local attractions and provides travel directions.
- Accurately checks out guests and communicates departures with housekeeping staff.
- Accurately computes the bill, collects payment, makes change for guests and makes deposits according to cash handling procedures.
- Makes, confirms and cancels reservations via telephone, computer and in writing.
- Answers and routes internal and external phone calls in an articulate, friendly manner using prescribed procedures.
- Posts charges to ledger.
- Maintains the shift-to-shift log accurately to ensure proper communication between shifts is maintained.
- Maintains the cleanliness and organization of the hotel lobby and front desk area.
- Guest Services
- Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
- Maintain excellent customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
- Support guest service as the main focus of the hotel.
- Interacts with guests.
- Communicates special requests made by guests.
- Actively participates in Guest Service Initiatives.
- Performs other duties as assigned, requested or deemed necessary by management.
- Skills:
- Must have excellent communication skills, and display a friendly and courteous attitude towards customers and other employees;
- Must be a team player and have the ability to train other front desk personnel if required;
- Must be able to manage multiple demands, be a critical thinker and demonstrate an ability to follow-up and follow-through;
- Must have proficiency with technology, including the ability to use the Google Suite.
- Hotel Operations
- Education:
- High school Diploma or equivalent (Required)
- College degree (Desired)
- Experience:
- 1 year front desk agent experience preferred