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Front Desk Agent
Job Description
Demonstrates positive working relationships and communication skills conductive to a professional and friendly work environment with all departments.
-Resolves and/or refers to management all guest requests, concerns, complaints, and suggestions quickly, efficiently, and courteously in a continuous effort to provide exceptional guest service.
-Interacts with guests in a courteous and efficient manner by maintaining a pleasant, smiling, and inviting demeanor at all times.
-Maintains professionalism, grace, and dignity at all times.
-Develops and maintains positive relationships with guests to provide maximum personalized guest service.
-Provides superior service for all guests requests and maintains excellent follow through for all requested services.
-Registers guests, assigns rooms and keys, accommodating special requests whenever possible.
-Understands and is familiar with room status, availability, room rates, locations, room types, and package elements.
-Coordinates room status updates with housekeeping by notifying of all late checkouts, room moves, early check-ins, stayovers, special requests, etc.
-Follows proper procedure for noise/disturbance complaints and informs Assistant Front Desk Manager of all complaints.
-Posts appropriate charges and credits to guests account.
-Uses proper verbal etiquette, is friendly, uses name recognition, and makes eye contact with all guests.
-Follows security procedures when issuing guest room keys.
-Adheres to all cash handling and credit card policies and procedures.
-Follows proper procedure for issuing and closing guests’ safety deposit boxes.
-Uses proper mail, package, and message handling procedures.
-Maintains clear and concise communication with Front Desk Manager and Assistant Front Desk Manager throughout each shift.
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