Front Desk Agent

Job Responsibilities

What You Will Be Doing

Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel. Assist in pre-registration and blocking of reservations when necessary.

Promptly, accurately and efficiently know how and where to post all charges.

Have complete working knowledge of Front Office computer or manual system, including all daily transactions and those which are not performed often.

Review any reservations with special requests and work to block rooms accordingly.

Have knowledge of hotel rates, discounts and how to handle each.

Have working knowledge of reservations and procedures, including how to take same day reservations. Should be able to take reservations in approximately 2 minutes. Know and follow cancellation procedures and relocation procedures when necessary.

Make reservations for all future guests for the hotel, using up-selling techniques to maximize revenue. Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure the reservations are accepted for the correct rates and dates.

Dispatch all guest requests using the designated program to the proper departments. Follow up with the department and / or guest to ensure the completion of the request.

Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered in 3 rings.

Educate incoming guests of hotel amenities and services available to them during their stay. Inform guests of the variety of entertainment and restaurant venues in the local community, offering value to their stay.

Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times.

Assist in resolving guest complaints, ensuring guest satisfaction in each interaction.

Have complete working knowledge of Front Office computer, Synergy or manual system, including all daily transactions and those which are not performed often.

Assist front desk with check-ins, check-outs and any other day to day functions.

Have knowledge of hotel property, hotel staff and hotel services, with hours of operation. Give clear directions to hotel facilities for inquiring guests.

Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered in 3 rings.

Attends all front desk meetings and trainings.