Front Desk Agent

Job Summary:

The Front Desk Agent is responsible for the accurate, courteous, and efficient check-in/check-out of hotel guests.

• Maintain complete knowledge of:
  • All hotel features/services and hours of operation.
  • All hotel restaurant food concepts, menu price range, dress code, and ambiance.
  • All hotel room types, numbers/names, layout appointments, amenities, and locations.
  • All hotel room rates, special packages and promotions, and room availability status for any given day.
  • Daily house count and expected arrivals/departures.
  • Scheduled daily group activities, names, and locations of meeting rooms.
  • Maintain complete knowledge and comply with all hotel policies and procedures.
• Meet with departing Overnight Agents to review business status and follow-up items.
• Set up workstations with necessary supplies; maintain cleanliness throughout the shift.
• Promote positive guest relations to all individuals approaching the Guest Services Areas.
• Handle guest complaints by following the procedures and ensuring guest satisfaction.
• Collect guest preferences for all guests.
• Access all functions of computer systems according to established procedures and standards.
• Answer the department telephone using proper telephone etiquette.
• Provide callers with accurate information on hotel facilities and services.
• Document all guest requests, complaints, or problems immediately and notify the designated department/personnel for resolving the situation.
• Accept and record wake-up call requests.
• Assist in emergency situations as a central communication center for the hotel.
• Book reservations accurately and in a professional manner.
• Hard-block any special room request, such as handicap-accessible rooms and suites.
• Document and confirm reservations and cancellations.
• Promote packages, promotions, and upsell whenever possible.
• Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
• Generate, print, and distribute daily and weekly reports.
• Pre-register designated guests and prepare key packets.
• Process all guest check-in according to established hotel requirements.
• Register guests in the computer and generate a registration card.
• Verify registration card information with guests.
• Obtain backup information for guests; credit/payment method and input into the system; collect cash when applicable.
• Obtain proper identification for tax‑exempt guests and retain a copy.
• Introduce Bell Person to escort guests and transport their luggage to the room.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Request guest comments on their stay.
• Handle requests for late check‑outs according to established hotel procedures.
• Conduct group check‑ins/outs according to established hotel procedures.
• Assist all departments in obtaining appropriate information regarding groups' inventory and guest status.
• Adhere to proper accounting procedures:
  • Process adjustment vouchers, paid‑outs, and miscellaneous charges.
  • Make change for guests and cash guests' personal checks/travelers checks.
  • Post charges and settle room accounts.
  • Process all check‑outs according to established hotel requirements.
  • Resolve any late charges.
  • Present folio to guests and resolve and dispute charges.
  • Run closing reports count bank at the end of the shift.
  • Complete designated cashier reports.
  • Balance and drop receipts.
  • Secure bank.
• Assist PBX, Concierge, Bell Staff, and Reservations as assigned.
• Legibly document maintenance needs on work orders and submit them to Engineering - KYC system.
• Performs other related duties as assigned.

• Ability to focus attention on guest needs, remaining calm and courteous.
• Excellent written and verbal communication skills.
• Ability to think clearly, and quickly, maintains concentration, and make concise decisions.
• Ability to ensure the…