Front Office Agent - Part Time

Job Description

Description:

Responsible for assisting our guests and members efficiently, courteously and professionally in all Front Office related functions.

General Hospitality Job Responsibilities

Maintain hotel’s Quality Customer Service standards and uphold the mission statements through the strict follow up of the Hospitality Rules.

Maintain and abide to time clock rules, report to work area on time.

Keep high grooming standards at all times and keep work area clean and safe.

Wear, maintain and follow uniform standards at all times.

Must become familiar and proficient in all aspects of the property, departments, locations, hours of operations, rooms, activities, etc. respond to guests accurately.

Use guest etiquette at all times.

Follow proper Handling Inquiries/Requests and complaints standards, and maintain the guest satisfaction rule at all times.

Use proper telephone etiquette and answering techniques when answering the telephone.

Anticipate guest’s needs, respond promptly and acknowledge all guests, at all times.

Maintain positive guest relations at all times.

Follow proper emergency and safety procedures at all times.

Assist all disabled guests, catering to their special needs as much as possible.

Essential Duties and Responsibilities

Monitor red flag report for guest complaints, comments or problems, within 20 minutes

Monitor room availability status and house count

Handle walk-in guests according to hotel procedures

At check-in: locate reservation/registration card, review reservation information, check for vouchers and register guest in computer

Issue safety deposit boxes according to procedures

Give guests correct location and orientation to hotel facilities and services

Arrange bell services for check-in and check-out guests

File registration cards according to procedures

Communicate with Guest Relations Manager on repeat guests, to ensure proper welcome and special amenity

Handle all V.I.P.’s according to set rules

Verify all complimentary room requests for required approval signature

Handle all guests on special packages according to procedures

Accommodate all disabled guests according to their needs

Separate room/tax and incidental accounts according to set rules

Handle rate changes efficiently

Handle room change requests to guest satisfaction, identify reason for change and follow-up if there is any problem

Handle all guest complaints professionally and courteous

Monitor bell stand telephone and log and assist where necessary

Take all guest messages using proper telephone handling standards

Handle all wake-up call according to procedures

Pick-up contract bank/floating bank

Make change for hotel patrons, and cash travelers following guest procedures

Process miscellaneous charges and paid outs

Check-out guests according to standards: initiate guest check-outs, check for late charges, present folio, handle dispute charges efficiently, settle guest account and collect keys

Ask all guests feedback on hotel experience and recommend to fill Guest Comments card

Handle all charges after departure as instructed

File all room keys if applicable

Strictly follow procedures for cashiering, cashier’s report, drop envelop and secure bank

Review following day’s arrival report, block rooms and handle V.I.P requests and block special requests

Pre-register V.I.P’s

Be familiar with the property’s fire and emergency program

Any other reasonable duties as required

Requirements:

Qualifications

High School Diploma or equivalent

Fluent in English,

Knowledge, Skills and Abilities

Excellent computer skills

Excellent communication skills

Ability to focus attention to detail

Ability to solve problems and follow up

Customer-oriented

Pleasant personality

Team player spirit

Working conditions

This position works in the usual front desk and lobby environment with the usual considerations to space, lighting and air conditioning.

Part-time