TITLE: Front Desk Agent
EMPLOYMENT STATUS: Non-Exempt
EMPLOYMENT TYPE: Full-Time
REPORTS TO: Front Desk Assistant Manager
DEPARTMENT: Front Office
POSITION SUMMARY
- Attend to guests’ needs, including, but not limited to, registration, checkout and cashiering.
- Greet and welcome guests upon arrival.
- Register guests into the computer, verifying reservation, address, and credit information.
- Promote the Hotel’s Reward Program and provide recognition and benefits to all present members.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Maintain a house bank and make a deposit and accurate report of receipts daily.
- Issue key to and control entrance of safety deposit boxes.
- Post miscellaneous charges as requested.
- Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.
- Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
- Review the daily room availability and inform staff.
- Check status of departures on a daily basis.
- Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
- Ensure all necessary reports and forms are completed daily.
- Assist concierge in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
- Book reservations for those guests who approach the Front Desk.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Extensive knowledge of the hotel, its services and facilities.
- Must have excellent customer relations skills and leadership capability.
- Must be detail oriented with outstanding organizational and communication skills.
- Must have excellent leadership capability and customer relations skills.
PHYSICAL DEMANDS
- Must be able to stand and exert well-paced ability for up to 4 hours in length.
- Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
- Must be able to exert well-paced ability in limited space.
- Must be able to lift up to 15 lbs. occasionally.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
- Ability to spend extended lengths of time viewing a computer screen.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Requires manual finger dexterity to be able to use and operate all necessary equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
- Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
