Front Desk Agent

SUMMARY : The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service. The Front Desk Agent must be accurate with daily accounting procedures.

The essential hospitality standards must be used at all times : eye contact, smile, speak first, engage in polite conversation, use the guest surname!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide high level of customer service
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Third Shift) checklist by end of shift.
• Follow established key control policy.
• Ensures that yourself as a front desk employee are well presented (uniforms, personal hygiene etc.)
• Ensure proper credit policies are followed and verify credit limit report.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Knowledgeable of immediate area, services, attractions, and events and assist with Concierge services.
• Knowledgeable of fire and emergency procedures.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Performs all other duties as directed by immediate supervisor.
• Contact with other departments such as Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.

QUALIFICATION REQUIREMENTS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE :

LANGUAGE SKILLS :

REASONING ABILITY :

OTHER SKILLS and ABILITIES :

PHYSICAL DEMANDS :

WORK ENVIRONMENT :

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