Front Desk Representative
3 days ago
The Front Desk Agent will provide exceptional guest service, ensuring a warm and welcoming experience for all hotel guests. This role involves registering guests, presenting statements, and collecting payment for departing guests. The successful candidate will be available to work a variety of shifts, including mornings, afternoons, and evenings, five days a week.
Key Responsibilities- Display a friendly, courteous, and professional demeanor at all times when interacting with guests and colleagues.
- Maintain a positive working culture and professional relationships with all personnel.
- Perform job responsibilities in accordance with Forbes 5* Standards.
- Welcome and register hotel guests, ensuring a seamless check-in experience.
- Check guests out of the hotel in accordance with established procedures.
- Work closely with the Bellman to coordinate the efficient handling of guest luggage on both check-in and check-out.
- Manage guest billing and ensure that guest folios are correctly settled prior to departure.
- Maintain and update the hotel's Guest History.
- Coordinate with other departments to meet the daily needs and special requirements of all hotel guests.
- Record any guest complaints or problems and notify the appropriate individuals.
- Select and block rooms for arriving guests, book same-day reservations, pre-register guests as required, escort guests to their rooms, and notify managers of arrivals as requested.
- Be familiar with room and rate availability for current and future dates.
- Accept reservations, changes, and cancellations in accordance with procedures in the absence of reservation personnel.
- Familiar with PBX and Night Audit shift responsibilities and cover shifts as required.
- Relieve the Concierge Desk when needed and have knowledge of guest-related concierge duties.
- Distribute hotel keys as necessary.
- Be knowledgeable about all group and catering events and locations within the hotel.
- Understand the Hotel Management System as it relates to check-in and check-out procedures.
- Run daily reports as necessary.
- Make change, issue safety deposit boxes, post charges, reconcile daily work, and make deposits in accordance with established procedures.
- Responsible for maintaining the cash bank and daily settling of the cash bank.
- Make managers aware of guest comments and complaints.
- Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook.
- Report to shift on time.
- Comply with all policies and procedures for the Front Office Department, The Little Nell, and Aspen One.
- Familiar with hotel fire and safety procedures.
- Assist in emergency and security procedures as directed by management.
- Complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand.
- College degree preferred.
- Previous front desk experience is helpful.
- Excellent written and spoken English.
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