Front Desk Agent

FUNCTION :

Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, fax and ensuring complete guest satisfaction.

RESPONSIBILITIES :

• Ensures complete guest satisfaction.
• Check-in and check-out of the guest.
• Complete guest registration process.
• Must be familiar with computer systems for guest reservation information.
• Must verify and imprint guest credit cards for authorization.
• Must be well versed in cash handling and accurately balance house bank.
• Assigns guests rooms based on preferences and availability.
• Drives the Revenue Management process.
• Handling guest concerns in a tactful manner and achieving resolution.
• Answers questions in regards to the hotels facilities and services.
• Answering telephones and booking reservations.
• Answering Guest inquiries i.e. directions.
• Recommending local area restaurants, points of interest, or needs for transportation.
• Handling guest needs.
• Maintaining cleanliness of front desk, lobby and back office.
• Following up with Guest check-ins, complaints, and other requests.
• Interacting with other departments and employees to ensure a good working relationship or for guest needs.
• Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.
• Participates on the hotel Safety Committee.
• Ensures that Quality Standards and Service are maintained for Property, Product, and People.
• Must be able to work all shifts or varying schedules to support business needs.
• Ensures Security for the hotel's customers, employees, and property assets.
• Supports established policies and procedures for Winston Hospitality and the hotel's brand.
• Responsible for performing “other duties” as assigned by management

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