Front Desk Agent

FRONT DESK CLERK

Front Desk Clerks serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

Duties include:

Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keysAlso follows brand standards for checking in elite membersChecks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles billHandles incoming guest phone reservationsAnswers inquiries pertaining to hotel services; gives entertainment suggestions and travel directionsHandles all guest complaints or problems to exceed the guest expectationsHandles all guest service requests, makes changes as necessaryServes as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messagesKeeps records of room availability and guest’s accounts. Operates front desk softwareMaintains a balanced cash/billing drawerMaintains and takes responsibility for all cash and credit card transactions during working hoursCompletes any necessary accounts receivable and direct billing tasksFollows brand standards when processing guests’ stays based on brand point systemWelcome guests and respond to requests in a prompt and professional mannerCheck the working condition of equipment and report to supervisor all unsafe or malfunctioning equipmentUses suggested selling techniques to sell rooms and to promote other services of the hotelCoordinates room status updates with housekeeping departmentKnows how to use office equipmentKnows all safety and emergency proceduresMaintains awareness of all ratesCommunicates with the previous and following shiftsPrint arrival list from and Expedia and other third party sites and ensure all reservations are on OperaEnsures compliance with energy conservation and job safety requirementsProactively maintain assigned areas and equipmentEnsure efficient completion of daily assignments in a timely mannerReport all safety concerns to managementAttend and participate in all mandatory trainings and meetingsFlexible with schedule and assignmentsMaintain effective performance under pressureMay perform similar duties as requested by supervisor

Requirements:

Excellent customer service skillsAbility to work independently and with othersGood communication skillsAbility to give and follow verbal and written instructionsAttention to detailAbility to multi taskDisplays good initiative

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