Front Desk Agent Job summary 1
Front Desk Agent responsible for providing a memorable welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agent’s make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of hotel amenities and services to them.
Front Desk Agents are also responsible for settling guest accounts upon checkout, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Housekeeping, Maintenance and Accounting team members.
Front Desk Agent Duties & Responsibilities 1
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Process guest check-ins and check-outs according to Hotel Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access.
Maintain guest history files on all guests
Accommodate room changes expediently
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
Issue safe deposit boxes to guests and ensure security of key
Monitor, send and distribute guest faxes
Generate, print and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Understand and execute all Hotel accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Front Desk Agent Requirements & Skills 1
Front Desk Agent Job summary 2
As a Front Desk Agent, you will set the tone for each visit. With a warm smile and seamless service, you will ensure our guests have a superior stay from check-in to check-out.
Front Desk Agent Duties & Responsibilities 2
Effectively assists all guests
Maintain a high level of customer service
Check-in and check-out guests efficiently
Direct all guest requests and issues to the proper departments; follow through to ensure requests and issues are fully resolved
Report any unusual occurrences or requests to the Front Desk Manager, Director of Rooms or Managing Director
Obtain appropriate credit card signature with full authorization for the guests stay
Maintain bank, which includes, but is not limited to making change and posting cash payments
Inform guest of debit card policy
Understands and adhere to proper credit, check cashing and accounting policies and procedures
Post additional charges to guest accounts during their stay and after departure
Research as necessary to bill guests correctly (i.e. faxes, tours, laundry, allocations, VIP packages, etc.)
Know room types, locations and rates to up-sell upon arrival
Use suggestive selling techniques to (up) sell rooms and to promote other services at the resort
Work closely with
Housekeeping department to ensure availability of rooms
Track and note all early arrivals, late departures, room moves, VIPs and repeat guests, as well as any special requests
Maintain key control and key security for all guests of the resort
Follow procedures for issuing and closing safe deposit boxes used by guests
Ensure that mini bar procedures are followed including key security, final day postings and reconciliation
Use proper mail, package and message handling procedures; log mail as necessary
Read the log book and/or emails daily and complete any requests
Possess knowledge of daily activities, group events, site inspections, emails, etc.
Assist Reservations and
Concierge during closure and rush hours
Know all safety and emergency procedures including accident prevention policies and power outage procedures
Assist with phone coverage and answer all calls within three rings and with proper greeting
Communicate professionally when dealing with 911 dispatch and dispatching security to appropriate area
Complete daily call and wake-up call log and follow through as required
Conduct proper room assignment to assure guest satisfaction (upgrades, special requests, special billing, etc.)
Other duties as assigned
Front Desk Agent Requirements & Skills 2
Front Desk Agent Job summary 3
Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests.
Front Desk Agent Duties & Responsibilities 3
Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room, and arranges for team member to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion
Front Desk Agent Requirements & Skills 3
High School graduate or equivalent required
4 year college degree preferred
Minimum 2 years' customer service experience required -OR- a minimum of 1 year's experience working in hotel Guest Services/Front Office
Hotel experience strongly preferred
All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to read, listen and communicate effectively in English, both verbally and in writing
Ability to access and accurately input information using a moderately complex computer system
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Front Desk Agent Job summary 4
Under supervision, the
Front Desk Agent is responsible for providing the highest level of guest satisfaction to members, owners and guests to ensure the continuous delivery of hospitality, professionalism, and consistency. The Front Desk Agent checks in and check outs guests, makes room reservations, and performs Front Desk related functions.
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Front Desk Agent Duties & Responsibilities 4
Ensure proper standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.
Ensure all pending arrival information is accurate (i.e. check rates and prepare upcoming arrival packets with necessary materials and information).
Check in/check out arriving/departing members, owners, and guests, makes room reservations, and performs Front Desk related functions.
Follow through on member, owner, and guest requests and/or concerns in a timely manner.
Verify member, owner, and guest information (i.e. for additional keys, telephone calls, and packages).
Compute billing charges, collect payments and provide change.
Post charges as received through other departments (i.e. fitness center, housekeeping, logo shop, and laundry).
Answer the telephone with proper etiquette and transfer calls accordingly.
Front Desk Agent checklist daily.
Reconcile end of the day shift report.
Maintain necessary hard copies of paperwork of all daily operations and file.
Complete special projects, stocking, list items to be ordered, and daily bucket checks.
Completes all required Company trainings and compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.
Front Desk Agent Requirements & Skills 4
Front Desk Agent Job summary 5
Front Desk Agent provides an epic level of service for Hotel's guests and owners.
Front Desk Agent Duties & Responsibilities 5
Provide superior service to our customers (internal and external) at all times.
Check in guests at front desk, confirming and entering appropriate information by asking for an ID card and credit card.
Check guests out, ensure billing is correct.
Solicit guest survey at every opportunity.
Run various computer reports at the beginning and end of the shift
Take payments, post charges, enter amounts into computer, and balance accounts at end of shift.
Answer a variety of questions from guests, handle routine issues (referring more unusual or difficult problems or complaints to supervisor or Manager).
Relay guest maintenance requests by calling the engineering department and follow up with guest no later then 20 minutes.
housekeeping requests by calling the Housekeeping department and follow up with the guest no later then 20 minutes.
Answer Front desk phone within three rings.
Undergo computer training and gain knowledge of how reservations work.
Understand and be able to make a walk-in reservation.
Remain knowledgeable about Owners.
Handle emergencies that arise when on duty alone, notifying appropriate personnel.
Assist in general maintenance and inventory of Front Office equipment, supplies, and cleanliness of the Front Desk, and reception area.
Bell person and
Must be willing to work weekends, holidays, and nights.
Perform other tasks as assigned by the General Manager.
Front Desk Agent Requirements & Skills 5
Front Desk Agent Job summary 6
Front Desk Agent greets, registers and services guests in a friendly and courteous manner according to hotel/brand and sustainability standards.
Front Desk Agent Duties & Responsibilities 6
Front Desk Agent Requirements & Skills 6
Front Desk Agent Job summary 7
Front Desk Agent is the first point of contact with guests and handle most aspects of a guest’s stay. Front Desk Agents greet guests, assist with check-ins, answer guest questions and help resolve any guest issues, and assist with checking guests out. Adaptability and flexibility is key, you must be able to work well on a team as well as individually.
Front Desk Agent Duties & Responsibilities 7
Front Desk Agent Requirements & Skills 7
Front Desk Agent Job summary 8
Front Desk Agent works at the front desk of the hotel greeting and checking in arriving guests and checking out departing guests. Providing excellent customer services to current and future guests and making reservations for incoming phone calls or walk-ins.
Front Desk Agent Duties & Responsibilities 8
Make a daily reservation count for arrivals and departures to direct actions in selling rooms.
Block all incoming reservations based on guest request and availability.
Block arriving reservations of all groups if deemed necessary, pre-register, place key in envelope and note room number on envelope, assuring a smoother check-in.
Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed and method of payment is established.
Accept and record credit card and photo ID information on guest accounts and provide change for guests as needed.
Assist in other departments such as Breakfast, Social, Housekeeping, Laundry etc. as needed.
Maintain the cleanliness of the hotel bathrooms, lobby and other public areas.
Anticipate guest needs, respond promptly, and acknowledge guest regardless of how busy and whatever time of day.
Maintain positive guest relations at all times.
Address and resolve guest complaints and ensure guest satisfaction.
Document all guest requests, concerns and communication information to responsible personnel for proper handling.
Prepare daily cash report, balancing payments and disbursements with machine totals; prepare deposit slip and provide assistance to the Guest Services Manager by providing him/her with summary of daily bank status. Request change as needed.
Maintain confidentiality and security of proprietary company information, correspondence reports and files.
Handle all incoming and outgoing reservation requests.
Care for lost and found items as directed by the General Manager.
Perform other duties as assigned by management.
Front Desk Agent Requirements & Skills 8
Front Desk Agent Job summary 9
Front Desk Agent create a hospitable guest experience while performing tasks at the front desk. The Front Desk Agent is a member of the Hotel Team and is a vital position to us as it provides the first impression of our brand.
Front Desk Agent Duties & Responsibilities 9
Front Desk Agent Requirements & Skills 9
Front Desk Agent Job summary 10
We are seeking a
Front Desk Agent to join our establisment.
Front Desk Agent Duties & Responsibilities 10
Front Desk Agent Requirements & Skills 10
Microsoft Office proficiency - Excel, Word, PowerPoint, and Outlook with the ability to adapt and learn new systems easily
Written/Oral communications - strong writing skills; Ability to speak clearly, professionally and articulate - able to be professionally persistent when situation requires
Attention to detail - is thorough in accomplishing a task, takes all areas involved into account, can be depended on to accomplish tasks accurately and completely
Learning on the Fly - learn quickly when facing new problems, open to change, quickly grasps the essence and underlying structure of anything, enjoy the challenge of familiar as well as unfamiliar tasks
Dealing with Ambiguity - can effectively cope with change, shift gears comfortably, decide and act without having the total picture, comfortably handle risk and uncertainty as well as handle confidential and non-routine information
Time Management - able to start and complete projects independently by using time effectively and efficiently, can attend to a wide range of tasks, gets more done in less time than others with the proven ability to prioritize delegated tasks and meet deadlines