Front Desk Agent

Summary of Position: The Front Desk Agent is a position of first impression for guests arriving at Land’s End. The Agent is the professional, smiling presence that greets guests and internal customers upon arrival. More than anyone, a front desk clerk is the face of Land’s End.

This position demands a strong customer service orientation, organizational skills, an ability to multi-task, and precision with computerized tasks. The Front Desk Agent checks hotel guests into and out of their room, takes reservations, fields questions from guests and the public, and trouble-shoots guest service issues as they arise. Working well within a team is an essential requirement of the job.

Essential Functions:

1. Verify, revise, make and cancel guest reservations using hotel reservation software.

2. Greet guests upon arrival in a friendly and professional manner. Make their Day!

3. Maintain money till; perform cashier services accurately.

4. Familiarize yourself with Group and Special Events arrivals and prepare folios in advance of arrival.

5. Facilitate coordination with housekeeping and other departments about guest needs.

6. Understand concepts of City Ledger, Direct Deposit and House Accounts; Tax Exempt/Purchase Orders and Credit Card Authorization Forms.

7. Post room, restaurant and tax charges to the rooms.

8. Contact No-Shows promptly. Help with call-backs as asked.

9. Process electronic reservations through Vertical Booking and Land’s End's website.

10. Other duties as assigned

Qualifications:

1. Attention to detail

2. Ability to work in a fast-paced environment

3. Excellent written and verbal communication

4. Knowledge of all hotel operating procedures

5. Critical-thinking and problem-solving skills

6. Excellent customer service and interpersonal skills

Physical Requirements

Hotel desk clerks often:

• Stand for extended periods of time.
• Repeat the same movements.
• Use their hands to handle, control, or feel objects, tools, or controls.

It is important for hotel desk clerks to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.