Front Desk Agent

POSITION SUMMARY:

• Represents the hotel to the guest throughout all stages of the guest stay.
• Determinate a guest reservation status and identifies how long the guest will stay.
• Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
• Verifies the guest method of payment and follows established credit-checking
• procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES:

• Register guests and assigns rooms. Accommodates special requests whenever
• possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage, and maintains and supervises access to Safe deposit boxes.
• File room keys ( only for manual room key hotels)
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid, currency exchange,
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid Foreign currency exchange etc.
• Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Inform guest of the room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax-exempt guests and attach the form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Advise guest of any messages, mail, faxes, etc. received for them.