Front Desk Agent

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator and concierge duties, and preparing select beverage and food items for guests. This includes making bar drinks, crafting coffee beverages, and preparing simple sandwiches and hot food items. Agents provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Job Duties & Functions

• Approach all encounters with guests and associates in a friendly, service-oriented manner
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag when working (per brand standards)
• Maintain regular attendance in compliance with company standards, as required by scheduling which will vary according to the needs of the hotel
• Comply at all times with company policies, standards and regulations to encourage safe and efficient hotel operations
• Greet and welcome all guests approaching the Front Desk in accordance with company standards; maintain a friendly and warm demeanor at all times
• Maintain proper operation of the telephone switchboard and ensure that all company performance standards are met
• Handle requests for information, mail and messages in an efficient and courteous manner
• Answer guest inquiries about hotel service, facilities and hours of operation
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel
• Be aware of all rates, packages and special promotions; Be familiar with all in-house groups; Be aware of closed-out and restricted dates
• Obtain all necessary information when taking room reservations and follow rate quoting scenario
• Be familiar with all company policies and house rules as well as hospitality terminology
• Have knowledge of and assist in emergency procedures as required
• Handle check-ins and check-outs in a friendly, efficient and courteous manner
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms
• Use proper two-way radio etiquette at all times when communicating with other associates
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up-to-date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel
• Perform other duties as assigned, which may include, but are not limited to: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds
• Access to back-of-house areas of the hotel and sensitive information
• Demonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bank
• Interact and occasionally have unsupervised contact with guests and/or colleagues
• Access and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinets
• Maintain a high level of trust and responsibility
• Represent the company with a high level of reputation and good character, exercising sound judgement
• Prepare and serve bar drinks in accordance with company standards and local alcohol service regulations
• Prepare and serve coffee beverages using standard recipes and equipment
• Assemble and heat simple food items such as sandwiches, pastries, and hot grab-and-go items
• Maintain cleanliness and organization of the coffee/bar preparation area, equipment, and supplies
• Monitor inventory of beverage and food items and communicate replenishment needs to management
• Ensure all food and beverage handling meets safety, sanitation, and brand standards