Front Desk Agent

Department: Rooms

FSLA Status: Non-Exempt

Shifts: Varies Days - 6PM - 2AM 

Scope of Position:

The Front Desk Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by checking guests in and out of the hotel. They provide a welcoming attitude and are proficient in all service questions and requests. Also responsible for collecting monies for services rendered during a guest’s stay.

Education & Experience:

• High School diploma or equivalent and some customer service experience preferred.
• Strong Computer skills and financial knowledge required.

Position Responsibilities and Qualifications:

Education & Experience:

• High School diploma or equivalent and some customer service experience preferred.
• Strong Computer skills and financial knowledge required.

Required Competencies

• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in stressful, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.
• Must be able to prioritize departmental functions to meet due dates and deadlines.
• Must be able to work with and understand financial information and data, and basic arithmetic function.

Responsibilities that may include any and all of the following: 

• Handle departmental accounting of monies, receipts, guest accounts and other forms of credit; post all charges; complete cashier’s report, and prepare deposit.
• Balance bank daily.
• Issue, control and release guest safe-deposit boxes.
• Follow company policies and procedures.
• Complete all side work and cleaning duties per standards.
• Confirm credit and payment method at check in and confirm full payment at check out.
• Review rooms inventory and House Count for availability and rates.
• Maintain and understand special guest programs and franchise related programs.
• Conduct daily bank drop with a witness and according to standards.
• Run daily arrival report and identify any special requests.
• Maintain a clean and organized work area at all times.
• Maintain proper key control on a daily basis. 
• Distribute faxes, packages, and mail to guests for delivery or inform guest of receipt as necessary.
• Distribute billing reports to hotel outlets.
• Block large group check ins, motor coach tours and inform Housekeeping of any changes.
• Check with Supervisor prior to end of shift.
• Have thorough knowledge of outside venues and directions to each.
• Full understanding of the Front Desk system for all guest services.
• Perform other duties as requested by management.
• Attend meetings/training as required by management.