Hotel Front Desk Agent

  • $10.00 - $15.00/hour
  • JOB OVERVIEW:

    Welcomes and registers guests who are arriving in the hotel/s. Fulfills guest requests for information and assistance with utmost courtesy and professionalism. Presents guest orientation sessions for new arrivals. Familiar with local area and provides dining, shopping, entertainment, attraction, and travel information to hotel guests & residents. Makes suggestions and places reservations per guest request. Promotes food and beverage facilities and recreational activities. Follows up with guests in an exceptionally timely, thorough, and professional manner. Maintains proper condition of hotel/s lobby and oversees the provision of hotel amenities.


    QUALIFICATIONS


    Essential:

    • High school graduate or equivalent vocational training certificate.
    • Previous experience in cashiering.
    • Fluency in English both verbal and non-verbal.
    • Compute basic arithmetic.
    • Ability to:
    • perform job functions with attention to detail, speed and accuracy.
    • prioritize and organize.
    • be a clear thinker, remaining calm and resolving problems using good judgement.
    • follow directions thoroughly.
    • understand guest’s service needs.
    • work cohesively with co-workers as part of a team.
    • work with minimal supervision.
    • maintain confidentiality of guest information and pertinent hotel data.
    • Input and access information in the property management system/computers/point of sales system.

    Desirable:

    • College degree or other Vocational Certifications, preferably a hospitality student.
    • Fluency in a second language, preferably Spanish.
    • Certification in CPR. (preferred)
    • Experience as a Front Desk agent, preferably a similar style hotel.
    • Ability to suggestively sell.
    • Previous guest relations training.

    ESSENTIAL JOB FUNCTIONS

    • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
    • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
    • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
    • Maintain complete knowledge at all times of:
    • all hotel features/services, hours of operation.
    • all room types, numbers, layout, decor, appointments and location.
    • all room rates, special packages and promotions.
    • daily house count and expected arrivals/departures.
    • room availability status for any given day.
    • scheduled in-house group activities, locations and times.
    • all hotel and departmental policies and procedures.
    • Access all functions of the computer system.
    • Answer department telephone within three rings, using correct greeting and telephone etiquette.
    • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
    • Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
    • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
    • Attend scheduled meetings with manager and review all information pertinent to the business.
    • Ensure proper grooming and attire; rectify any deficiencies prior to reporting to your workstation.
    • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies.
    • Monitor the hotel front entrance and resolve any congested situations.
    • Greet all guests as they enter and leave the hotel.
    • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
    • Maintain communication logs and ensure that guest requests are followed up within 15 minutes.
    • Monitor guest mail and ensure that it is processed according to procedures.
    • Monitor and ensure that express check-outs (if available) are processed through the system.
    • Observe guest reactions and confer frequently with management to ensure guest satisfaction.
    • Assist guests with reports of lost/stolen articles, following hotel policy.
    • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
    • Contact newly registered guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
    • Ensure security of guest room access.
    • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
    • Contracted banks
    • Shortages/overages
    • Late charges
    • Petty cash/paid outs
    • Adjustments
    • Posting charges
    • Making change for guests (when possible)
    • Payment methods/processing
    • Settling accounts
    • Closing reports
    • Cashier reports
    • Balancing receipts
    • Dropping receipts
    • Securing banks
    • Review previous night's no-shows, verify and ensure billing of such.
    • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
    • Assist staff with expediting problem payments.
    • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
    • Answer all reservations calls and handle according to Resort standards.
    • Input reservations into the reservations system as appropriate throughout the day during down time.
    • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
    • Print special requests report and block according to specifications.
    • Balance room types daily.
    • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
    • Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
    • Print and review masters for departed groups; check accuracy and distribute to Accounting.
    • Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
    • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
    • Print report on discrepant rooms, research discrepancies and enter current status accordingly.
    • Complete Bucket Check in every shift.
    • Ensure that designated hotel entrances are locked at specified times.
    • Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when available (Special Events).
    • Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
    • Document pertinent information in department log book.
    • Complete all paperwork and closing duties.
    • Review status of assignments and any follow-up action with on-coming Front Desk Agent.

    SECONDARY JOB FUNCTIONS

    • Attend designated meetings.
    • Complete departmental filing.
    • Provide guest room tours.
    • Follow up on assignments given by Front Desk Manager.

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