Front Desk Agent

The Front Desk Agent is the

face of the hotel
and is expected to represent the property professionally at all times. This is a guest-facing position where *professional appearance, appropriate dress, clear and respectful speech, composure, reliability, and good judgment are required.* The person at the front desk directly influences how guests perceive the hotel, and professionalism must be maintained regardless of how busy, stressful, or challenging a shift becomes.
This position requires someone who is *dependable, punctual, attentive, organized, and capable of handling responsibility without constant supervision.* Front Desk Agents are trusted with guest information, payments, hotel operations, safety procedures, and the resolution of guest concerns. Employees must arrive prepared for their scheduled shifts, maintain a professional appearance and demeanor, communicate appropriately with guests and coworkers, and remain composed when dealing with difficult situations.
This is a serious operational position. The successful candidate must understand that the standards demonstrated at the front desk reflect the standards of the entire hotel.

FRONT DESK AGENT DUTIES AND RESPONSIBILITIES
• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage
• Knows how to use front office equipment.
• Process guest check-in and outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
• Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Reports to
General Manager/Assistant General Manager*

PREREQUISITES

Education
High school graduate or equivalent.

Experience
Previous hotel-related experience desired.

Physical
Requires grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pound.
Job Type: Part-time
Pay: $18.00 per hour
Education:
• Secondary School (preferred)
Work Location: In person