Front Desk Agent

ORGANIZATIONAL MANDATES:

• The Front Desk Agent must always provide outstanding customer service.
• The Front Desk Agent must develop and maintain a working knowledge of the Property Management System and all hotel systems.
• The Front Desk Agent must register guests and assign guest vacant ready rooms and accommodate special requests whenever possible.
• The Front Desk Agent must ensure guest credit is established at registration with an authorized credit card, cash deposit for entire stay and deposit for incidentals, or an authorized direct billing account.
• The Front Desk Agent must complete a courtesy call to all new guests to ensure guest satisfaction and offer any assistance.
• The Front Desk Agent must ensure all adjustments and postings are detailed on the guest folio during each shift.
• The Front Desk Agent must record and ensure all guests requested are inputted and logged properly.
• The Front Desk Agent must promote the property in a positive manner to generate additional sales and contracts for long term.
• The Front Desk Agent must complete a bucket check each shift to verify guest name, guest address, room rate, date of departure, number of guests, vehicle information, and credit card authorization.
• The Front Desk Agent must work with departments daily.
• The Front Desk Agent must adhere to programs to improve associates morale and motivation.
• The Front Desk Agent must complete shift checklist and any additional tasks daily.
• The Front Desk Agent must know how to use office equipment.
• The Front Desk Agent must notify maintenance and coordinate guestroom maintenance work with the maintenance department.
• The Front Desk Agent must report any unusual occurrences or request to management.
• The Front Desk Agent must maintain the cleanliness, neatness and organization of the front desk area
• The Front Desk Agent must ensure guest and associate confidentiality is met.
• The Front Desk Agent must complete laundry duties when available to ensure proper par inventory of clean linen and towels are available for the next shift.
• The Front Desk Agent must be able to carry out all reasonable requests by management.
• The Front Desk Agent must be familiar with all hours of operations and services of the hotel, brand, and area.
• The Front Desk Agent must assist guests with specific informational and service needs with an extremely high emphasis on hospitality.
• The Front Desk Agent must acknowledge guests as they enter or exit the establishment and cease all personal conversations when guests are present.

• The front desk agent must be able to work in fast paced / high pressure situations without showing stress.
• The front desk agent must be able to multitask regularly while still providing excellent guest service standards.
• The front desk agent must lead by example and create a positive work environment with the entire team.
• The front desk agent must have a solid understanding of what constitutes proper guest service, which will allow them to provide direction to associates when needed
• The front desk agent must have good interpersonal and communication skills, including the ability to interact with all levels of associates and external parties, both directly and on the telephone.