JOB DESCRIPTION
POSITION TITLE: Front Desk Agent
REPORTS TO: Front Office Manager
POSITION SUMMARY: Represents the hotel to the guest throughout all stages of the guest’s stay. Determines a guest’s reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible. Verifies the guest’s method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. Must be sale-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.
DUTIES AND
RESPONSIBILITIES:
1.
Registers
guests and assigns rooms. Accommodates special requests whenever possible.
2.
Assists
in pre-registration and blocking of rooms for reservations.
3.
Thoroughly
understands and adheres to proper credit, check-cashing, and cash-handling
policies and procedures.
4.
Understands
room status and room status tracking.
5.
Knows
room location, types of rooms available, and room rates.
6.
Uses
suggestive selling techniques to sell rooms and to promote other services of
the hotel.
7.
Coordinates
room status updates with the housekeeping department by notifying housekeeping
of all check-outs, late check-outs, early check-ins, special requests, and
part-day rooms.
8.
Possesses
a working knowledge of the reservation department. Takes same day reservations
and future reservations when necessary. Knows cancellation procedures.
9.
Files
room keys.
10.
Knows
how to use front office equipment.
11.
Processes
guest checkout.
12.
Posts
and files all charges to guest, master, and city ledger accounts.
13.
Follows
procedures for issuing and closing safe deposit boxes used by guests.
14.
Uses
proper telephone etiquette.
15.
Uses
proper mail, package and message handling procedures.
16.
Reads
and initials the pass-on log and bulletin board daily. Is aware of daily
activities and meetings taking place in the hotel.
17.
Attends
department meetings.
18.
Coordinates
guest room maintenance work with the engineering and maintenance division.
19.
Reports
any unusual occurrences or requests to the manager or assistant manager.
20.
Knows
all safety and emergency procedures. Is aware of accident prevention policies.
21.
Maintains
the cleanliness and neatness of the front desk area.
22.
Understands
that business demands sometimes make it necessary to move employees from their
accustomed shift to other shifts.
PREREQUISITES:
Education: High school degree or equivalent. Must be able to speak, read,
write and understand the primary language(s) used in the work place. Must be
able to speak and understand the primary language(s) used by guests who visit
the workplace.
Experience: Previous hotel-related experience desired.
Physical: Requires fingering, grasping, writing, sitting, walking,
repetitive motions, hearing, visual acuity, and may on occasion have to lift
and carry up to 40 pounds.