Front Office Agent

Job Summary

As a member of our front desk team you will be responsible for efficiently operating all functions of the front desk. In this position, you will take reservations, check guests in and out of rooms, direct calls, and answer all guests’ questions and concerns. It is the primary responsibility of our front desk agent to create guest loyalty by providing professional, polished and unparalleled service when assisting guests in creating experiences

Essential Job Functions

• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
• Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
• Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.

Job Requirements

• High School diploma or GED; Bachelor’s degree preferred
• Previous 2 years related experience or training in a brand hotel, or combination of education and experience is a plus.
• Possess a positive upbeat attitude and be an effective listener, prepared to understand and solve issues quickly both face-to-face and on the phone.
• Working knowledge of Microsoft Office and reservation management systems is a plus.
• Attention to detail, multitasking, and time management skills.
• Strong organizational and analytical skills with the ability to multi-task in a fast-paced environment.