Front Desk Agent

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REPORTS TO: Front Office Manager
Purpose for the Position: To check in and out guests to the hotel, ensure proper room and miscellaneous postings, secure credit, answer questions, answer telephones, provide maximum levels of guest service and support the hotel’s rooms division in anyway required to ensure complete guest satisfaction.

MATH SKILLS:

Requires mathematical development sufficient to be able to: Compute discount, interest, profit and loss, commission, markups and selling price, ratio and proportion, and percentages. Calculate surface, volumes, weights and measures.

LANGUAGE SKILLS:

Must have developed language skills to the point to be able to: Read newspapers, periodicals, journals, and manuals. Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style. Participate in discussions and debates. Speak extemporaneously on a variety of subjects.

• Greet, register, and assign rooms to guests of hotel.
• Verify customers’ credit, and establish how the customer will pay for the accommodation.
• Keep records of room availability and guests’ accounts using computerized property management systems.
• Compute bills, collect payments, and make change for guests.
• Perform simple bookkeeping activities, such as balancing cash accounts.
• Issue room keys and escort instructions to bellmen.
• Review accounts and charges with guests during the check out process.
• Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers.
• Transmit and receive messages, using telephones or telephone switchboards.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations.
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Record guest comments or complaints, referring customers to managers as necessary.
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Answer all incoming phones in three or less rings.
• Complete “bucket checks” to ensure all accounts are current and comply with standards established by the hotel’s controller and front office manager.