Front Desk Agent

2 days ago

Vancouver, British Columbia, Canada Rosewood Hotel Group Full time

OVERVIEW/

BASIC FUNCTION:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.



RESPONSIBILITIES:


  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
  • Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments, and location. o All room rates, special packages, and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled daily group activities / VIPs.
  • Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
  • Maintain professional appearance and follow the personal grooming and uniform standards.
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
  • Meet with the departing Front Desk Agent to review business status, follow up items and any guest related pending tasks.
  • Access all functions of the computer system.
  • Set up workstation with necessary supplies.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the Front Desk.
  • Process all guest check-ins.
  • Assist Reservations in reservation calls during high traffic and closing hours.
  • Confirm reservations in the system, review and note all pertinent information such as requests and/or billing.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guest in the system including all accompanying guests.
  • Verify reservation information with the guest (e.g. departure date, room type).
  • Obtain back-up information for guest credit/payment method and input into system; collect cash only as determined and instructed by the MOD.
  • Assign guest room following designated requirements, assist Housekeeping and coordinate with In-Room Dining.
  • Advise guests of any messages, mail, faxes, etc. received for them.
  • Communicate services and amenities of the hotel to guests.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Direct Bell Person to escort guests and transport their luggage to the room.
  • Maintain history files on all guests and ensure profile information is up to date.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e. sharewiths, separate room/tax/incidentals, comp).
  • Assist in room changes and follow up with guests ensuring their satisfaction.
  • Document all guests' requests, complaints or problems and action accordingly. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD.
  • Take, record and relay messages accurately, completely, and legibly.
  • Accept and record wake-up call requests; deliver to PBX.
  • Assist in delivering wake-up calls during high phone traffic hours.
  • Distribute all guest and department mail.
  • Monitor, send and distribute guest faxes.
  • Document and confirm reservations and cancellations.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Generate, print, and distribute daily and weekly reports.
  • Resolve discrepancies in the room status report with Housekeeping.
  • Manage queue rooms, coordinate with Housekeeping report to MOD any rooms taking longer.
  • Process all check-outs.
  • Resolve any late charges.
  • Present folio to guest and resolve any disputed charges.
  • Settle guest accounts.
  • Retrieve guest room key from guest.
  • Solicit guest comments on their stay.
  • Process express check-outs.
  • Handle requests for late check-outs.
  • Conduct group check-ins/outs.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
  • Adhere to all cashiering procedures: o Process all guest posted billing accordingly such as: adjustments, paid outs, cash handling, posting correction, miscellaneous charges, third party billing, etc. o Perform Credit Limit check. o Process currency exchange & make change for guests. o Post charges and collect payment. o Follow up on open folios and open balances. o Run closing reports. o Count and secure bank. o Complete designated cashier reports. o Balance receipts. o Drop receipts.
  • Document pertinent information in the Front Desk Pass-On.
  • Assist in Room Service phone calls during high traffic hours.
  • Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
  • Report to the MODs any other relevant information or incidents during the shift operations.
  • Perform all other duties assigned by management as required.
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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