Front Desk Agent

Job Description

Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

• Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
• Greet guests by name.
• Ensure that all guests feel welcomed to the property.
• Register guests and assign rooms.
• Conduct check-out processes.
• Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
• Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
• Respond to phone calls, and retrieve guest mail, faxes and packages.
• Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
• Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
• Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
• Attend team briefings.
• Handle cash, credit card, currency conversions and other financial transactions.
• Post charges such as room, food, liquor or telephone to ledger.
• Compute or adjust bill, collect payment, and make change for guests.
• Perform other duties as assigned.

• High school diploma or GED
• Must be able to read, communicate effectively and have superb interpersonal skills
• Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
• Previous front desk experience in the hospitality industry

Source:
Northwood Hospitality