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.

EDUCATION & EXPERIENCE:

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

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Maintain regular attendance in compliance with Beatrice standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include a clean, pressed uniform and correct name tag when working.
• Always comply with Beatrice standards and regulations to encourage safe and efficient hotel operations.
• Register guests into the hotel in a prompt and courteous manner, using Beatrice Standards and up selling techniques to maximize room rates.
• Prepare for group check in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift.
• Check guests out of the hotel; process customer payments according to established policies and procedures.
• Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
• Resolve minor guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances or unhappy guests.
• Book guest reservations, confidently selling the room and hotel product.
• 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.
• Complete all side work and cleaning duties per standards.
• Run daily arrival report and identify any special requests, delivering to the guest room as needed.
• Always maintain a clean and organized work area.
• Maintain proper key control daily.
• Be attentive to the upkeep of the lobby and public spaces. Tend to them as needed.
• Collaborate with restaurant operator to create a seamless guest experience between both entities.

RESPONSIBILITIES CONT’D:

• 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.