Front Desk Agent

Job Description

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OVERVIEW/BASIC FUNCTION:
Check-in/check-out hotel guests courteously and efficiently; process all
payments according to established hotel requirements. Provide information and
assistance to all guests and visitors.

RESPONSIBILITIES:
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Maintain complete knowledge of and comply with all departmental policies,
service procedures and standards.
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Ensure that standards are maintained at a superior level on a daily basis.
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Maintain complete knowledge of correct maintenance and use of equipment. Use
equipment only as intended.
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Anticipate guests' needs, respond promptly and acknowledge all guests, however
busy and whatever time of day.
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Maintain positive guest relations at all times.
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Resolve guest complaints, ensuring guest satisfaction.
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Monitor and maintain cleanliness, sanitation and organization of assigned work
areas.
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Maintain complete knowledge at all times of:
a. All hotel features/services, hours of operation.
b. All room types, numbers, layout, decor, appointments and location.
c. All room rates, special packages and promotions.
d. Daily house count and expected arrivals/departures.
e. Room availability status for any given day.
f. Scheduled daily group activities / VIP's.
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Obtain assigned bank and ensure accuracy of contracted monies. Keep bank
secure at all times.
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Meet with Supervisor to review daily assignments and priorities.
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Meet with departing Front Desk Agent to review business status and follow up
items.
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Access all functions of computer system.
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Set up work station with necessary supplies.
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Answer department telephone within ‎3 rings, using correct greeting and
telephone etiquette.
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Promote positive guest relations to all individuals approaching the Front
Desk.
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Process all guest check-ins.
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Confirm reservation in system and review all noted information.
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For guests without a reservation, sell a room type agreed upon.
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Register guest in the computer.
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Verify reservation information with the guest (departure date, room type).
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Obtain back-up information for guest credit/payment method and input into
system; collect cash when designated.
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Assign guest room
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Advice guest of any messages, mail, faxes, etc. received for them.
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Communicate services and amenities of the hotel to guests.
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Obtain proper identification for tax exempt guests and attach form to
registration card.
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Direct Bell Person to escort guest and transport their luggage to the room.
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Maintain guest history files on all guests.
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Communicate VIP arrivals to designated personnel for escort and delivery of
amenities.
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Set up accurate accounts for each guest checking in according to their
requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
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Handle overbooked or "walked" guests.
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Accommodate room changes.
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Document all guest requests, complaints or problems.
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Take record and relay messages accurately, completely and legibly.
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Accept and record wake-up call requests; deliver to PBX.
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Issue safe deposit boxes to guests and ensure security of keys.
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Distribute all guest and department mail.
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Monitor, send and distribute guest faxes.
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Document and confirm reservations and cancellations.
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Block rooms in computer and follow through on designated requirements.
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Pre-register designated guests and prepare key packets.
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Communicate pertinent guest information to designated departments/personnel
(i.e., special requests, amenity delivery).
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Generate, print and distribute daily and weekly reports.
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Resolve discrepancies on the room status report with Housekeeping.
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Match the bucket check to in-house guest ledger report; report discrepancies
to Manager.
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Process all check-outs.
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Resolve any late charges.
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Present folio to guest and resolve any disputed charges.
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Settle guest accounts.
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Retrieve guest room key from guest.
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Solicit guest comments on their stay.
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Process express check-outs.
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Handle requests for late check-outs.
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Conduct group check-ins/outs.
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Assist all departments/executives in obtaining appropriate information
regarding groups, inventory and guest information.
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Adhere to all cashiering procedures:
a. Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous
charges.
b. Make change for guests.
c. Cash guests' personal checks/travelers checks.
d. Post charges.
e. Run closing reports.
f. Count and secure bank.
g. Complete designated cashier reports.
h. Balance receipts.
i. Drop receipts.
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Document pertinent information in the log book/ Lotus Notes/Front Desk
Checklist.
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All other duties as required.
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Redirect phone calls to the appropriate department and take down messages.
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Accept all letters and packages, and distribute them to their appropriate
departments.
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Monitor, organize and forward emails.
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Monitor office supplies.
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Recorded guest comments or complaints, referred customers to managers if
necessary.
* Show rooms to new interested guests
* Escorted guests to their assigned rooms, including transporting their luggage.
* Apply all standards to ensure a consistent of high quality of service to the guests
* Provide basic and accurate information in-person and via phone/email
* Assist Concierge with reservations request to ensure a seamless guest experience.
* Validate parking tickets.
* Upsell additional facilities and services like restaurant promotions and spa promotions
* Guide and train new joiners with the daily tasks

OSHAD RESPONSIBILITIES:

While at work, (and while on work premises) an associate shall:
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Take reasonable care of their own health and safety.
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Take reasonable care of the health and safety of a person and the workplace,
that may be affected by their acts or omission at work;
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Cooperate with full compliance with Hotel's developed OSHMS policies, OSHMS
procedures & operational works instruction in order to protect the health and
safety of the people.
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Report to immediate supervisor any situation which they have reason to believe
could present a hazards and which they cannot themselves correct;
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Report all OSH incidents and work related injuries; and
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Not intentionally or recklessly interfere with or misuse anything provided
(e.g. Equipment & machineries, PPE, etc.) at the Hotel's workplace in the
interest of health, safety, welfare or protection or management of the
workplace.
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Participate in conduct of OSH related planning and implementation in order to
achieve the Hotel's OSH objectives, targets & program.
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Attend all training arranged by Hygiene, Health & Safety Manager such as OSH
training, safety Induction, on the job training, tool box talks, etc.

ACCOUNTABILITY:
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Held accountable and committed whatever it takes to comply with the company's
OSHMS Policies, OSHMS Procedure, & Operational Works Instruction and any other
relevant legislation applies within the organization.
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Held accountable to take care of his own health and safety, other person in
the workplace that may be affected by their acts or omission at work.
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To report to his supervisor or respective Manager.

QUALIFICATIONS:
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Experience:Previous experience as a Front Desk Agent.
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Education: High school diploma.
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General Skills: Must be able to perform job functions with attention to
detail, speed and accuracy; prioritize, organize and follow-up; be a clear
thinker, remaining calm and resolving problems using good judgment; follow
directions thoroughly; understand a guest's service needs; work cohesively
with co-workers as part of a team; work with minimal supervision; maintain
confidentiality of guest information and pertinent hotel data.
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Technical Skills: Ability to input and access information in the property
management system/computers.
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Language: Required to speak, read and write English, with fluency in other
languages preferred.
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Physical Requirements: Must be able to exert physical effort, endure various
physical movements throughout the work areas, reach up and down, remain
stationary at times throughout work periods, and satisfactorily communicate
with guests and co-workers to their understanding.
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Licenses & Certifications: None required.