The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.ย
Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.ย
- Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotelโs system, verifying reservation details, address, and payment information.ย
- Promote and enroll guests in the hotelโs loyalty program, providing recognition and benefits to members.ย
- Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.ย
- Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.ย
- Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.ย
- Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.ย
- Assist with hotel shuttle or transportation services, ensuring timely and courteous service.ย
- Assist guests with luggage upon arrival and departure.ย
- Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.ย
- Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.ย
- Be aware of and prepare for incoming VIP guests.ย
- Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.ย
- Exhibit a positive and cooperative attitude as part of the team.ย
- Communicate effectively with coworkers and contribute to a supportive work environment.ย
- Handle and account for keys properly.ย
- Understand and adhere to emergency procedures and security policies.
- Ensure the confidentiality and protection of guest room numbers.ย
- Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.ย
- Must maintain a neat, clean, and well-groomed appearance in accordance with company standardsย
Qualifications:ย
Education: High School diploma or equivalent.ย
Experience: Prior experience in a customer service role preferred.ย
- Strong verbal and written communication skills.ย
- Basic computer skills.ย
- Knowledge of the hotel, its services, and the surrounding area.ย
- Ability to stand for extended periods, up to 8 hours.ย
- Ability to lift up to 15 lbs on occasion.ย
- Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.ย