Front Desk Agent / Guest Service

Job Description

Summary:

Responsible for greeting and welcoming guests to the hotel. Completes check-in and check-out of the guest's stay. Accommodates special requests; and follows through with established check-in/out procedures.

Essential Duties & Responsibilities:

Greet customers promptly with a friendly and sincere welcome.

Handle cash, make a change, and balance an assigned house bank.  Accept and record vouchers and other forms of payment.

Perform accurate, moderately complex arithmetic functions using a calculator.

Post charges to guest rooms and house accounts using the computer.

Complete the registration process by inputting and retrieving information from the computer system, confirming the number of guests and room rate.

Promote all marketing programs.

Make an appropriate selection of rooms based on guest needs.

Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and area attractions.

Promptly answer the telephone using a clear speaking voice. Answer the telephone with the hotel’s scripted greeting.

Input messages into the computer retrieve messages and communicate the content to the guest.

Retrieve mail, small packages, and facsimiles for customers as requested. Ensure all guest correspondences are kept confidential.

Close guest accounts at the time of checkout and inquire about guest satisfaction. In the event of dissatisfaction, contact management immediately.

Resolve location changes, additional room amenities, and credit issues.

Record guest comments or complaints by listening and offering assistance to resolve any problems such as price conflicts, insufficient heating/cooling, etc.

Performs miscellaneous job-related duties as assigned, which may include laundry and light cleaning.

Other:

Regular attendance is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the nature of the hospitality industry, employees may be required to work varying schedules and holidays to reflect the business needs of the hotel.

Upon employment, all employees are required to fully comply with the hotel’s rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Education Requirements:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge skills, and abilities.

Work Environment/Physical Requirements:

Requires continual standing and movement throughout the front office area. Inside with protection from weather but not necessarily changes in temperature. Confined work area with considerable traffic, frequent interruptions, and noise from telephones, voices, and office machines. Periods of standing exceeding 50% of the work shift are required. Physical activities include standing, talking, hearing, seeing, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, and bending. Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible

This job description is not intended to detail ALL aspects of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to perform this job successfully. This job description is not an employment contract; employment with the company is “At-Will”. Job Descriptions are subject to change.