Job Description
Front Desk Agent is a unique position in which the attendant will be responsible for Front Desk, Bell Services, and Concierge Services. The Agent will serve as the first physical impression of the property and be responsible for providing a unique, professional, and most importantly hospitable warm arrival / departure experience.
Essential Functions
Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
Responsible for knowing all functions to showcase the hotel and the hotel’s unique story to each guest.
Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
Actively engage guests in and promote hotel loyalty programs including new guest program enrollments.
Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
Assign and escort guests to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
Assist and resolve any guest billing inquiries and/or concerns.
Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
Assist with guest luggage and receive, store, and deliver both luggage and mail.
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate guidelines.
Follow scheduled shifts and follow break and lunch requirements.
Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
Report any irregular behavior from guests in public areas and or in the room.
Ability to take initiative and handle assignments with limited supervision.
Follow all hotel policies and procedures as outlined in the team member handbook.
Maintain cleanliness and order of work area.