Front Desk Agent

Job Description:

Overview:

Responsibilities:

• Organize, confirm, and process guest check-ins/ check-outs and adapt for any changes.
• Secure payment, verifying and adjusting billing as needed.
• Provide guests with room and hotel information, directions, amenities and local interests.
• Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff.
• Complete cashier and closing reports, counting the individuals’ bank at the end of each shift securely.
• Accept and record wake-up calls, delivering to the right department.
• Communicate any emergency, lost item or theft to proper security staff and/or management.
• Keep contingency lists in case of emergency and communicate any necessary messages.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.).
• Block rooms in the computer and follow-through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Employ attention to detail in order to ensure security guidelines are met for guest room access.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Participate in department meetings.
• Positive attitude, while being a team player with a “sleeves-rolled-up” type mentality.
• Excellent communication and interpersonal skills.
• Perform other duties as requested by management.

Qualifications:

• At least 1 year experience in a hotel front office – Marriott Hotels experience preferred.
• Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by guests.
• Availability: Must be available to work days, evenings, weekends, and holidays.

Benefits: