The front desk agent is responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular shift but may be asked and assigned another shift due to work needs.
SCOPE OF WORK + TEAM
Reports to the Front Office Manager/Night Manager and Supervisors
Supports the front office team, sales team, and guest experience
RESPONSIBILITIES
Main responsibilities include registering guests and making and modifying reservations but may be required to assist with hotel operator and/or concierge duties.
Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities, and their locations and times.
Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold in an agreed-upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
Communicate services and amenities of the hotel to guests.
Maintain guest history files.
Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
Maintain, monitor and balance room availability for any given day.
File registration cards and vouchers by room number.
Handle VIP and upgraded accommodations
Assist and process overbooked or “walked’ guests.
Assist and provide room change accommodations.
Documents all guest requests, complaints, or problems.
Resolve guest complaints to ensure guest satisfaction.
Maintain organized and clean work area with necessary supplies.
Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
Meet with FOM/Supervisor daily to review assignments and priorities.
Communicate with prior shift's Front Desk Agent to review all follow-up items.
Answer department telephone within 3 rings, correct greeting, and proper etiquette.
Take and relay messages accurately, completely, and promptly.