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Front Desk Agent

1 month ago

Vancouver, Canada Rosewood Hotel Georgia 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:

- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments, and location.
- All room rates, special packages, and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- 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:

- Process all guest posted billing accordingly such as: adjustments, paid outs, cash handling, posting correction, miscellaneous charges, third party billing, etc.
- Perform Credit Li