Job Description - Front Desk Agent

Position Description

This position is responsible for providing excellent customer service to hotel guests, checking them in and out, and managing their reservations. You will be the first point of contact for guests, and your primary goal will be to ensure their satisfaction and comfort during their stay. This position must ensure every single guest has an enjoyable experience at the hotel.

• Greet guests with a friendly and welcoming demeanor and provide them with all necessary information regarding the hotel and surrounding area.


• Check guests in and out of the hotel, verifying their personal and payment information, assigning rooms, and issuing keys.


• Handle reservations made over the phone, online or in-person, ensuring that guest information is accurate and up-to-date.


• Answer phone calls and respond to emails in a professional and timely manner, addressing guest inquiries and resolving any issues that may arise.


• Maintain accurate records of all guest interactions and transactions, including payments, room charges, and room availability.

• Respond to guest needs, special requests, and complaints as needed.

• Coordinate with other hotel staff, such as housekeeping and maintenance, to ensure that guest rooms are ready for occupancy and that any issues are resolved quickly.


• Maintain a clean and organized front desk area, ensuring that all supplies and materials are well-stocked and easily accessible.


• Manage guest breakfast.


• Manage lobby convenience store.


• Complete shift reports.


• Be available to work a flexible schedule.


• Report and save lost & found items in accordance with hotel procedures.


• Comply with attendance rules and be available to work on a regular basis.


• Perform any other job-related duties as assigned.

Metrics

• Economic Occupancy at Property at or above budget.


• Guest experience positive measured by Google reviews at or above 4.5.


• Hit Budgets of Property.