Front Desk/Reservations Agent

JOB DESCRIPTION: Front Desk Agent

RESPONSIBLE TO: Front Office Work Team and Front Office Manager

STANDARDS OF PERFORMANCE:

1) Quality of grooming and housekeeping of work area.

2) Ability to work in a manner that maximizes revenue and profit opportunities for the company.

3) Quality of service provided -friendly, sincere, attentive and efficient.

4) Ability to communicate with guests and positively impact the guest experience.

5) Quality of coordinating with peers (team player) and results achieved.

6) Quality and quantity of work performed.

7) Ability to work independently and to recognize problems and take corrective action.

8) Ability to display a professional, business-like and hospitable manner at all times to both guests and fellow employees.

9) Ability to resolve guest problems and complaints.

10) Ability to follow established standards.

11) Punctuality and dependability.

AS A FRONT DESK AGENT YOU WILL BE EXPECTED TO DO THE FOLLOWING JOB TASKS, WHICH INCLUDE BUT ARE NOT LIMITED TO:

Take complete reservations and enter in Maestro

Follow complete and accurate check in procedures.

Maintain accurate accounting of all guest services.

Follow complete and accurate check out procedures.

Communicate to other departments guest counts, guest requests and other pertinent information

Use Maestro computer system

Maintain key controls

Follow gift certificate procedures

Upsell during check-in including accommodation, meal plans, movies, massage, etc.

Solicit guest feedback during the check out process

Operate telephone system including call accounting computer and follow agreed upon scripts

Process incoming packages, messages and faxes

Processes incoming mail and prepares outgoing mail

Operate fax and photocopier

Handle guest requests

Process payments - cash, cheques, travellers cheques, credit cards, debit card

Post charges in Maestro

Adjust guest accounts

Prepare house counts, day sheet & special needs sheet

Process direct bill invoices and gift certificates

Complete AM and PM checklists

Update log books and communication binder

Complete end of shift reports - cash out and make deposits

Collect due backs

Handle group arrivals and departures

Maintain proper gift shop inventory levels

Coordinate room status updates with housekeeping by notifying them of late check-outs, extended stays and special requests

Attend department meetings.

Resolve guest complaints and deal with difficult guests

Process advance deposits