Front Desk Agent

**JOB OVERVIEW**:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Making and confirming reservations over the phone. Provide information and assistance to all guests and visitors.

**REPORTS TO**:Hotel Duty Manager

**WORK ENVIRONMENT**:
Front Desk and Meeting Room Areas, Guest Rooms and all Public Areas

Job involves working:

- Under variable temperature conditions.
- Under variable noise levels.
- Around cleaning chemicals.

**KEY RELATIONSHIPS**:

- **Internal**_: Staff in Front Desk area, Housekeeping, Kitchen, & Maintenance.
- **External**_: Hotel guests & visitors, Tour company representatives, Limousine service personnel, other hotels.

**QUALIFICATIONS**
- **Essential**:_
- High school graduate or equivalent vocational training certificate.
- Compute basic arithmetic.
- Fluency in English both verbally and non-verbally.
- Provide legible communication and directions.
- Ability to:

- Perform job functions with attention to detail, speed and accuracy.
- Prioritize and organize.
- Be a clear thinker, remaining calm and resolving problems using good judgement.
- Follow directions thoroughly.
- Understand guest’s service needs.
- Work cohesively with co-workers as part of a team.
- Work with mínimal supervision.
- Maintain confidentiality of guest information and pertinent hotel data.
- Ability to input and access information in the property management system/computers/point of sales system.
- **Desirable**:_
- Some college or training in Hospitality Industry.
- Previous experience as Front Desk Agent.
- Previous cashiering experience.
- Fluency in a foreign language, preferably French.
- Ability to suggestively sell.
- Certification in CPR.
- Previous guest relations training.

**PHYSICAL ABILITIES**
- **Essential**:_
- Endure various physical movements throughout the work areas.
- Remain in stationary standing position throughout work shift.
- Satisfactorily communicate with guests, management and co-workers to their understanding.
- **Desirable**:_

**ESSENTIAL JOB FUNCTIONS**
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- 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.
- Handle all reservation calls.
- Maintain positive guest relations always.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Maintain complete knowledge always of:

- All hotel features/services, hours of operation.
- All room types, numbers, layout, décor, 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.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure always.
- Meet with Manager to review daily assignments and priorities.
- Meet with departing Front Desk Agent to review business status and follow up items.
- Access all functions of computer system.
- Set up work station 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.
- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guest in the computer and generate a registration card.
- Verify registration card information with the guest.
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Assign guest room.
- Advise guest 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.
- Maintain guest history files on all guests.
- 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., shares, separate room/tax/incidentals, comp).
- File registration cards and vouchers in bucket by room number.
- Handle overbooked or “walked” guests.
- Accommodate room changes.
- Document all guest requests, complaints or problems.
- Take, record, and relay messages accurately, completely and legibly.
- Offer detailed information on the voice mail system to callers and guests wishing to leave message.
- Accept and record wake-up call requests.
- Distribute all guest and department mail.
- Monitor, send, and distribute guest folios.
- Document and confirm reservations and cancellations.

**SECONDARY JOB FUNCTIO