Front Desk Agent

Job Overview:

We are seeking a Front Desk Agent to join our team. The ideal candidate will be the first point of contact for guests, providing exceptional customer service and creating a welcoming atmosphere.

Major Function:

● Represents the hotel to the guest through the guest's stay by performing sales and customer service functions related to guest registrations, reservations, and revenue collections. These functions should be handled in a way that assure the guests receive a safe and secure place to stay with friendly, attentive service ensuring the guests have a pleasant stay and a smooth checkout.

Essential Functions:

● Provide the highest quality of service to the guest at all times. Anticipate the guest's needs and exceed their expectations.

● Must be able to clearly read, write and understand English in order to service the needs of the great majority of our guests.

● Assists guests efficiently, courteously and professionally in all service related functions to maintain property's high standard of service and hospitality.

● Greet and register guests and provide room assignments accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations. Keep housekeeping and other departments informed of any special requests, late check-outs and special need areas in the hotel.

● Act as a liaison between management and guests. Attempt to handle guest special requests and complaints on the first interaction, then follow up to ensure it was handled to their satisfaction.

● Handle guest check-ins and check-outs efficiently, friendly and professional manner.

● Be very knowledgeable of the frequent stay club and its benefits and any current promotions being offered.

● Have working knowledge of reservations and procedures, take reservations, and know cancellation procedures and company's "walk" policy.

● Ensure that all cash, check, and miscellaneous departments are in balance at the end of each shift. Check all credit cards to ensure they are valid. Communicate with incoming shift associates by logging pertinent information in the pass on log.

● Develop a thorough knowledge of the accounting system particularly how to handle guests being Direct Billed.

● Develop a thorough knowledge of property management system.

● Post room charges, food & beverage charges, phone charges, compute guest bills (individual, group masters, and city ledger accounts) using PMS, collect