Job Title: Front Desk Agent Department: Guest Services Reports To: Front Desk Manager Summary: Guest Services is often the first impression for guests. A front desk agent, checks guests in and out of hotel rooms, make reservations, manages guest accounts, answers questions about the property and provides recommendations for the surrounding area. Knowledgeable service and helpful guidance will assure guests have a great experience and meet high quality standards. Duties and Responsibilities: - Transmits and receives telephone messages
- Makes and confirms reservations
- Greets, registers, and assigns rooms to guests
- Checks guests into and out of the hotel
- Handles all payment received and balances all monetary transactions
- Posts charges such as room, food, alcohol or packages to guest accounts
- Keeps records of room availability, guests' accounts and maintains emergency reports
- Answers inquiries pertaining to hotel services; registration of guests; shopping, dining, entertainment, and travel directions
- Advises guests of available activities such as swimming, boating, parks and local attractions
- Stamps, sorts, and distributes incoming mail, packages and messages
- Distributes room keys to the appropriate parties and ensures guest privacy is maintained
- Reports any maintenance, cleaning, security or safety issues to the appropriate staff
- Responds and follows up on all guest requests to ensure customers are satisfied
- Compiles, completes and distributes reports to management and relevant staff
- Cleans designated areas of the lobby and front desk area to ensure they are visually appealing and well organized
- Perform other duties as assigned; including guest room tours, concierge services, special guest requests, etc.
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