Front Desk Agent

Job Description

Job Description

The Front Desk Agent works to efficiently check guests in and out of the hotel in a professional and friendly manner with cheerful smart service ensuring guest satisfaction.

Core Responsibilities :

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

Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.

• 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.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• 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.

• 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.
• Act as the concierge and know the restaurant and local events to share with the guests.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests, and maintenance requests / needs.
• Maintains a positive work environment, fostering a culture of integrity, collaboration, and service.
• Perform other duties as assigned, especially related to assisting guests arriving and departing the hotel.
• Completes tasks, checklists, guest requests timely and accurately.
• Solves guest issues in the best manner possible, escalates when necessary.
• Able to follow property safety and security procedures.
• Perform other tasks any reasonable requests as assigned or directed.

Knowledge, Skills, and Competencies :

• High work ethic and self-initiative
• Proven experience with strong customer service skills
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
• Use arithmetic to accurately check totals and make correct change.
• Efficiently and accurately operate a computer.
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements :

• Stand, sit and walk for varying lengths of time, often long periods of time
• Lift approximately fifty (50) pounds of guest luggage or supplies on and off a cart, using safe lifting techniques
• Push and pull carts weighing up to one hundred (100) pounds
• Good communication skills, both written and verbal, with guests and associates, including the abilities to give directions, instructions, information, answer questions and provide service required.
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Know and be able to administer first aid
• Direct evacuations in an emergency

Minimum Qualifications :

• Highschool degree, hospitality or similar degree preferred or equivalent work experience
• 6 months of customer service experience
• Hospitality experience strongly preferred
• Proficient with Microsoft Office Suite or related software
• Knowledge of hotel systems preferred
• Excellent communication skills
• Additional languages advantageous

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

International House Hotel (My Favorite Hotel LLC) is an equal opportunity employer. International House Hotel celebrates diversity and is committed to creating an equitable and inclusive environment for all employees to ensure they feel a sense of belonging.

We do not discriminate and believe every individual should be proud of who they are, where they came from and take pride in who we serve.

International House Hotel (and its subsidiaries) is an Equal Employment Opportunity employer and considers all applicants for employment without regard to race, color, religion, ethnicity, creed, sex, age, national origin, citizenship status, disability, medical condition, pregnancy, marital status, partnership status, sexual orientation, status regarding public assistance, military or veteran status, domestic violence victim status, gender identity and expression, genetic information, status as unemployed, political affiliation or any other characteristic protected by federal, state or local law.pending