Front Desk Agent

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Duties include but are not limited to:

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Anticipate guests needs, respond promptly, and acknowledge all guests.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education & Experience:

• High School Graduate or General Education Degree (GED).
• One-year previous experience in a similar position in a hotel preferred.
• Basic computer skills required.
• Must be able to work weekends.