Front Desk Agent

Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Job Responsibilities

Guest Communication

* Maintain a personal demeanor that is friendly, cheerful and courteous at all times.

* Greet guests by name.

* Ensure that all guests feel welcomed to the property.

* Register guests and assign rooms.

* Conduct check-out processes.

* Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.

* Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.

* Respond to phone calls, and retrieve guest mail, faxes and packages.

* Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.

* Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.

* Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.

* Attend team briefings.

Financial Transactions

* Handle cash, credit card, currency conversions and other financial transactions.

* Post charges such as room, food, liquor or telephone to ledger.

* Compute or adjust bill, collect payment, and make change for guests.

Perform other duties as assigned.

Requirements

Education

* High school diploma or GED

Skills and Experience (Essential)

* At least 18 years of age

* Basic computer skills

* Must be able to read, communicate effectively and have superb interpersonal skills

* Must be able to work well under pressure while retaining tact and composure when resolving guest complaintsSkills and Experience (Preferred)

* Work experience in the hospitality or restaurant industry

* Communication in other languages is helpful