Front Desk Agent:
Also designated, as Receptionist or Front office Assistant in some hotels, is the first person a guest sees on entering the property and the last person the guest sees on leaving.
The Front Desk Agent is “guest service central” in the Hotel. The Agents provide check-in and check-out services, Hotel information services, service recovery when necessary, internal and external telephone services, and a wide array of other Hospitality oriented guest services.
To assist guests in all front office-related functions in an efficient, courteous, and professional manner that maintains high standards of service and hospitality.
Duties and Responsibilities:
• The most genuine and warm smile can cure even the worst of days. A great front desk agent should be smiling 100% of the time. Yes, I know that there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with a smile.
• Register guests and assign rooms; accommodate special requests, if possible.
• Assist in pre-registration and blocking of rooms for reservations.
• Thoroughly understand and adhere to proper credit, other modes of payment, cash handling policies and procedures.
• Know room status, locations, types and rates.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
• Coordinate rooms status with housekeeping department; notify all check-outs, early check-ins, special requests etc.
• Take reservations, modify or cancel as requested.
• Post and file all charges to guest, master and city ledger accounts.
• Handle issuing and closing of safe deposit boxes for the guests.
• Read, maintain and pass-on log and bulletin board at each shift.
• Coordinate with engineering and maintenance division for guest room maintenance.
• Know all safety and emergency procedures, accident prevention policies.
• Report any unusual occurrences or requests to the manager.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Knows how to use front office equipment.
• Process guest check-outs.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.Courier Mail Register.
• Attends department meetings.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Performing cashier related functions like posting charges to guest accounts, raising paid out’s, currency exchange,
• A Great Ambassador for Hotel. Again, our service agents will most probably be the first and last person our guests will interact with. That said, these professionals may very well be the “face of your hotel” to most guests.
• Be a living “Google” of Hotel and local services