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About the Role
The Front Desk Agent is responsible for providing quality guest services including registration, check-out, PBX operations, and mail/message services. Accuracy with daily accounting procedures and adherence to hospitality standards are essential.
Responsibilities
- Provide a high level of customer service.
- Conduct pre-assignment of hotel rooms for VIPs, repeat guests, packages, and special requests.
- Check in and out hotel guests professionally and friendly.
- Answer all phone calls promptly and knowledgeably.
- Complete daily checklist items by the end of the shift.
- Follow established key control policy.
- Maintain a well-presented appearance, including uniforms and personal hygiene.
- Ensure proper credit policies are followed and verify the credit limit report.
- Submit all lost & found articles with a completed report.
- Provide information about the local area, services, attractions, and events, assisting with Concierge services.
- Be knowledgeable of fire and emergency procedures.
- Open, secure, and balance the daily shift bank, including counting and verifying transactions.
- Monitor room availability throughout the day.
- Review the hotel's selling status daily using the yield management system.
- Attend department meetings monthly.
- Perform other duties as directed by the supervisor.
- Coordinate with other departments (Sales, Housekeeping, Bell Staff, Valet) to ensure seamless hotel services.
Requirements
- Ability to read, analyze, and interpret procedure manuals.
- Ability to effectively present information and respond to guest questions.
- Ability to solve practical problems and deal with variables in situations with limited standardization.
- Ability to interpret instructions in written, oral, diagram, or schedule form.
- Ability to operate the Property Management System, capture email, and use the PBX system.
- Must be accountable for balancing the daily shift bank.
- Must maintain organization and demonstrate quality service.
- Regularly required to stand, walk, talk, or hear.
- Frequently required to use hands to finger, handle, or feel objects, tools, or controls.
- Occasionally required to stand, walk, and reach with hands and arms.
- Must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required include the ability to adjust focus.
Skills
- Customer service
- Registration
- Check-out
- PBX operations
- Mail and message service
- Daily accounting procedures
- Property Management System operation
- Email capture
- PBX system usage
- Balancing shift bank
- Organization
- Quality service demonstration
- Concierge services
- Yield management system usage
Experience Level
- Six months to one year related experience
Education Level
- High school diploma or GED