Front Desk Agent

Job Description

Job Description

Scope:
Ensure exceptional guest satisfaction and optimize hotel revenue through efficient and courteous check-in/check-out processes and attentive coordination of guest services.

Primary Responsibilities:

• Guest Registration & Check-Out:
  Promptly and courteously check guests in and out of the hotel using up-selling techniques to maximize room revenue. Prepare for group arrivals, departures, and VIP check-ins. Maintain awareness of all hotel events and functions during your shift.

• Customer Service & Support:
  Respond to guest requests and inquiries in a timely, friendly manner. Promote hotel amenities, services, and facilities, and provide helpful information about local attractions and directions to enhance the guest experience.

• Problem Resolution:
  Address and resolve minor guest issues independently to ensure satisfaction. Promptly escalate significant concerns, complaints, or disturbances to the supervisor.

• Reservations & Coordination:
  Assist guests with reservations or coordinate with the central reservation system as needed.

• Cash Handling & Reporting:
  Accurately handle guest payments and departmental accounting, including receipts, guest accounts, and credit transactions. Post all charges, complete daily cashier reports, prepare bank deposits, and reconcile cash drawers.

• Security & Safety:
  Issue, control, and manage guest safe-deposit boxes in accordance with security procedures.

• Night Audit Coverage:
  Be cross-trained to perform Night Audit duties, including balancing daily financial transactions and preparing audit reports.

• Telephone & Communication Duties:
  Handle all incoming calls efficiently and professionally. Dispatch shuttle services and internal staff as necessary. Maintain a guest call log, respond to requests or complaints promptly, and ensure thorough follow-up.

• Professional Presentation:
  Maintain a polished and professional appearance in accordance with company dress code and grooming standards.

• Policy Adherence:
  Follow all hotel and company policies, procedures, and service standards consistently.