Front Desk Agent

OVERVIEW/BASIC FUNCTION: Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis. • 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: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments, and location. o All room rates, special packages, and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled daily group activities / VIPs. • Arrive at your respective assigned working locations, ready to commence work at your designated starting times. • Maintain professional appearance and follow the personal grooming and uniform standards. • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times. • Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc. • Meet with the departing Front Desk Agent to review business status, follow up items and any guest related pending tasks. • Access all functions of the computer system. • Set up workstation with necessary supplies. • Answer department telephone within 3 rings, using correct greeting and telephone etiquette. • Promote positive guest relations to all individuals approaching the Front Desk. • Process all guest check-ins. • Assist Reservations in reservation calls during high traffic and closing hours. • Confirm reservations in the system, review and note all pertinent information such as requests and/or billing. • For guests without a reservation, sell a room type agreed upon. • Register guest in the system including all accompanying guests. • Verify reservation information with the guest (e.g. departure date, room type). • Obtain back-up information for guest credit/payment method and input into system; collect cash only as determined and instructed by the MOD. • Assign guest room following designated requirements, assist Housekeeping and coordinate with In-Room Dining. • Advise guests of any messages, mail, faxes, etc. received for them. • Communicate services and amenities of the hotel to guests. • Obtain proper identification for tax exempt guests and attach form to registration card. • Direct Bell Person to escort guests and transport their luggage to the room. • Maintain history files on all guests and ensure profile information is up to date. • Communicate VIP arrivals to designated personnel for escort and delivery of amenities. • Set up accurate accounts for each guest checking in according to their requirements (i.e. sharewiths, separate room/tax/incidentals, comp). • Assist in room changes and follow up with guests ensuring their satisfaction. • Document all guests’ requests, complaints or problems and action accordingly. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD. • Take, record and relay messages accurately, completely, and legibly. • Accept and record wake-up call requests; deliver to PBX. • Assist in delivering wake-up calls during high phone traffic hours. • Distribute all guest and department mail. • Monitor, send and distribute guest faxes. • Document and confirm reservations and cancellations. • Pre-register designated guests and prepare key packets. • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). • Generate, print, and distribute daily and weekly reports. • Resolve discrepancies in the room status report with Housekeeping. • Manage queue rooms, coordinate with Housekeeping report to MOD any rooms taking longer. • Process all check-outs. • Resolve any late charges. • Present folio to guest and resolve any disputed charges. • Settle guest accounts. • Retrieve guest room key from guest. • Solicit guest comments on their stay. • Process express check-outs. • Handle requests for late check-outs. • Conduct group check-ins/outs. • Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information. • Adhere to all cashiering procedures: o Process all guest posted billing accordingly such as: adjustments, paid outs, cash handling, posting correction, miscellaneous charges, third party billing, etc. o Perform Credit Limit check. o Process currency exchange & make change for guests. o Post charges and collect payment. o Follow up on open folios and open balances. o Run closing reports. o Count and secure bank. o Complete designated cashier reports. o Balance receipts. o Drop receipts. • Document pertinent information in the Front Desk Pass-On. • Assist in Room Service phone calls during high traffic hours. • Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan. • Report to the MODs any other relevant information or incidents during the shift operations. • Perform all other duties assigned by management as required.