Front Desk Agent

Scope:

Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services.

Primary Responsibilities:

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Guest Registration & Check-Out:

Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift.

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Customer Service & Support:

Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience.

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Problem Resolution:

Address and resolve minor guest issues independently to ensure satisfaction. Promptly escalate significant concerns, complaints, or disturbances to the supervisor.

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Reservations & Coordination:

Assist guests with reservations or coordinate with the central reservation system as needed.

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Cash Handling & Reporting:

Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers.

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Security & Safety:

Issue, control, and manage guest safe-deposit boxes in accordance with security procedures.

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Night Audit Coverage:

Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports.

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Telephone & Communication Duties:

Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up.

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Professional Presentation:

Maintain a polished and professional appearance in accordance with company dress code and grooming standards.

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Policy Adherence:

Follow all hotel and company policies, procedures, and service standards consistently.