Front Desk Agent Night Audit- Hotel

Job Description

Job Description

POSITION TITLE : FRONT DESK AGENT

REPORTS TO : Front Office Manager

POSITION SUMMARY : Represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assign rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and follows established creditchecking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage and maintains and supervises access to safe deposit boxes. Must be sales driven. Presents options and alternatives to guests and offers assistance in making choices. Know the location and types of available rooms as well as activities and services of the property.

DUTIES AND RESPONSIBITILITES :

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Uses suggestiveselling techniques to sell rooms and to promote other services of the hotel.

4. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

5. Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.

6. Processes reservations from the sales office, other hotel departments, and travel agents.

7. Maintains a thorough knowledge of the room rack locations, types of rooms, room rack operations, package plans, and discounts.

8. Knows the credit policy of the hotel and how to code each reservation.

9. Prepares letters of confirmation.

10. Understands the hotel's policy on guaranteed reservation, and noshows.

11. Processes advance deposits on reservations.

12. Tracks future, room availabilities on the basis of reservations.

13. Prepares expected arrival lists for front office use.

14. Assists in pre-registration activities when appropriate.

15. Monitors advance deposit requirements.

16. Makes sure that files are kept up to date.

17. Answers letters of inquiry regarding rates and availability.

20. Attends department meetings.

21. Answers incoming calls.

22. Directs call to guest rooms, staff, or departments through the switchboard or PBX system.

23. Places outgoing calls.

24. Takes and distributes messages for guests

25. Logs all wakeup call requests and performs wakeup call services.

26. Provides information about guest services to guests.

27. Answers questions about hotel events and activities.

28. Understands PBX switchboard operations.

30. Understands principles of auditing, balancing, and closing out account

31. Knows how to operate posting machines and other front office equipment.

33. Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early checkins, special requests, and partday rooms.

34. Thoroughly understands and adheres to proper credit, checkcashing, and cash handling policies and procedures.

35. Posts and files all charges to guest, master, and city ledger accounts.

43. Posts nonguest ledger payments.

44. Makes account adjustments.

45. Disperses guest records upon checkout.

46. Transfers folios paid by credit card to each credit card's master file.

49. Balances cash at the close of the shift.

50. Manages safe deposit boxes.

55. Maintains the cleanliness and neatness of the front desk area.

56. Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

58. Uses proper mail, package, and message handling procedures.

59. Reports any unusual occurrences or requests to the manager or assistant manager.

60. Knows all safety and emergency procedures. Is aware of accident prevention policies.

67. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy

72. Promotes goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.

73. Other duties as requested

PREREQUISITES :

Education : High school graduate or equivalent. Must be able to speak, read, write, and understand the primary

language(s) used in the workplace. Must be able to speak and understand the primary language(S)

Used by guests who visit the workplace.

Experience : Previous hotelrelated experience desired.

Physical : Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, driving,

Signature Date

Visual activity, and may on occasion have to lift and carry up to 40 pounds.