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Front Desk Agent
3 months ago
The Front Desk Reservationist (FDR) will be required to effectively communicate with all SCI departments. The FDR must be available during peak hotel reservation taking periods to answer designated hotel reservations lines. The FDR reports directly Front Desk Manager. The responsibilities listed are subject to change and may include other duties as assigned.
RESPONSIBILITIES:
- Available for scheduled shifts to assist houseguests and potential guests in every facet of their stay.
- Assist potential guests over the phone in determining availability, quoting rates, distinguishing among the various room categories, re-capping critical reservation information and suggesting additional services, including dining room reservations, floral needs, spa appointments, bakery sales, and golf tee times. Suggest room/dining/spa packages to guests, i.e. “Remember Your Wedding,” “Romance,” “Shop til You Drop.” etc. Complete and distribute package forms to appropriate department heads.
- Master room reservation taking procedures including obtaining/refunding room deposits and reviewing cancellation policy with guests.
- Answer guest inquiries in a friendly, efficient, and professional manner.
- Review upcoming reservations to suggest changes that result in greater guest enjoyment i.e. upgrading rooms, discounting rates (must be approved by manager or supervisor.)
- Become a resident expert in how each room is equipped, including bed size(s); bath amenities, i.e. whirlpool tub, shower only, etc.; location; internet service; mini refrigerator; wet bar; handicap accessible; etc.
- Maintain wait list for high demand dates.
- Mail/e-mail confirmations to guests when required.
- Be proficient in V1.
- Master dining room reservation taking procedures including obtaining and posting deposits for large parties and holidays.
- Become proficient in cash handling including making change and business/personal checks procedures.
- Master payment procedures for Event Department contracts.
- Settle dining room checks: single method, multiple methods, gift certificate redemptions, gift cards, employee or promotional discounts, etc.
- Pool membership sign up/renewal/guest passes; posting pool parties.
- Gift Certificate sales, filing redeemed gift certificates.
- Stock literature, pool towels, sauce jars, bakery items; review bulletins from Visitors Bureau and address post cards to potential guests; stuff brochures; and re-stock appropriate literature as needed.
- Keep supply closet stocked, maintain cleanliness of coat room, and clean out Lost/Found (1st of each month).
- Print end-of-day/month/year reports; prepare month-end list of restaurant deposits reports.
- Answer telephones quickly and in a professional manner: internal/external calls (announcing, parking, and transferring calls)
- Complete opening and closing procedures including printing reports, counting all cash drawers and safe, checking that bar and register keys have been returned, completing change requisitions (am shifts), preparing bank deposits and completing the nightly audit (pm shifts).
- Check-in and check-out guests including increasing room rates for additional guests in rooms, applying additional breakfast gratuities as needed, and reviewing registration cards to ensure complete guest information has been obtained.
- Process bakery orders; completing and faxing appropriate forms to SIT
- Sell SCI items: sauces, bakery items, VC items, personal supplies.
- Reservation changes or cancellations.
- Become knowledgeable of room blocks and proficient in booking rooms within these blocks.
