Job description
POSITION PURPOSE:
Guest Service / Front Desk Agent responsibilities include completing all activities listed in Front Desk checklist, performing various marketing duties (upselling) to generate additional revenue, providing optimum service and satisfaction to hotel/restaurant guests and visitors; showing individual performance effectiveness, and following proper security & liability measures to protect the assets of the hotel and the Company.
ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.)
- Welcome guests upon their arrival and assign rooms
- Perform all check-in and check-out tasks
- Follow Brand standards e.g. Brand Loyalty programs.
- Inform customers about payment methods and verify that I.D. and payments method match
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Provide information about our hotel, available rooms, rates and amenities
- Respond to guest complaints in a timely and professional manner
- Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time in addition to all departures being gone by check-out time
- Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests etc.
- Maintain knowledge of standards and company policies
- Understanding of how travel planning websites operate, like Booking and TripAdvisor
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Previous experience as a hotel Front Desk Agent preferred
- Must have excellent communication and organizational skills.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
- Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
- Must be familiar with a computer and be able to type using a computer keyboard
- Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
- Ability to apply commonsense understanding to carry out instructions given.
- Ability to comply in standardized situations with only occasional or no variables.
- Ability to work flexible shifts
- Must have excellent customer service skills.
- Must be able to work without constant supervision.
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