Guest Service Associate - Front Desk Agent

Job Description

/Basic Function

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities / VIP s.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Guest Service Associate Front Desk to review business status and follow up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check-ins.
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the computer.
• Verify reservation information with the guest (departure date, room type).
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room
• Advice guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
• Handle overbooked or walked guests.
• Accommodate room changes.
• Document all guest requests, complaints or problems.
• Take record and relay messages accurately, completely and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• Issue safe deposit boxes to guests and ensure security of keys.
• QUALIFICATIONS:
• Experience: Previous experience as a Front Desk Agent.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy;
• prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to input and access information in the property management
• system/computers.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout
• the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.