Front Desk Agent

JOB TITLE: Front Desk Agent

JOB SUMMARY: Provide service to guests. Assist them with checking into and out of the resort, answer questions, handle or refer problems. Perform record-keeping and clerical tasks related to guest stays and accounts.

REPORTS TO: Front Office Manager

PRIMARY DUTIES AND FUNCTIONS:

· Provide service to guests; check them in their rooms, handle or refer complaints, answer questions, supply needed information or literature, assist guests with booking activities and dining reservations, etc.

· Answer guest calls within a timely manner.

· Keep assigned areas neat and tidy.

· Radio and telephone communication between team members when necessary (Front Desk, Operator, Shuttles, Security, Housekeeping, and Maintenance).

· Report any maintenance, safety hazards or problems to proper departments.

· Ensure all billing is correct for in-house, arriving, and, departing guests

· Post all late charges and run credit cards; send copies to guest

· Manually post transactions to guest folios.

· Print and prepare registration cards alphabetically for the following day.

· Run shift audit – Ensure all clerical transactions are balanced.

RESPONSIBLE FOR: Cash handling, credit card transactions, and keys.

PHYSICAL DEMANDS: Must be able to stand for long periods of time.

WORKING ENVIRONMENT:  Work takes place primarily inside of the hotel, although outside work may be required. Full-time position available.

HAZARDS ENCOUNTERED: Typical office safety hazards including possible shock form equipment and eye strain form extended computer use.

NOTICE:

Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush job, or technological development) dictate. Because of various seasonal requirements, jobs in other areas of the resort may be offered as a replacement for this position to include work in other areas e.g. grounds maintenance, housekeeping, kitchen, etc.

REQUIREMENTS: Open availability. Must be able to work nights, holidays and weekends and be at least 18 years of age. 

SKILLS REQUIRED: Ability to read, write and follow written and verbal instructions in English. Computer knowledge, good speaking voice, legible handwriting, good customer relation’s skills, and good clerical skills. 

EDUCATIONAL REQUIREMENTS: Ability to read, write, speak and understand the English language. 

PRIOR EXPERIENCE: Prior service work and prior general office work are very desirable. However, training can be provided.

SPECIFIC KNOWLEDGE REQUIREMENTS: After training, knowledge of all Front Desk systems; familiarity with Reservations 

Department forms and procedures. 

PERSONALITY REQUIREMENTS: Must be cooperative, hospitable, trustworthy, calm, patient, and must enjoy working with all types of people.